How to Improve Call Center Agent Performance

Johnny Grow

Start with the Agent Experience

Ready to transform the agent experience?

What We Can Achieve Together

22%
Higher Agent Productivity

Research shows that improving the customer service agent experience directly correlates to improved productivity.

-26%
Lower Absenteeism

The same research shows that agents with high satisfaction incur 26 percent less absenteeism.

4X
Higher Agent Tenure

Staff attrition is extremely costly. Fortunately, engaged agents are 4 times less likely to churn.

How to Improve Call Center Agent Performance

Call center excellence starts with agent satisfaction. The contact center agent or customer service representative (CSR) experience is essential because it directly impacts staff performance, including productivity, absenteeism, and attrition. Equally important, it directly impacts the customer experience and affects customer lifetime value and retention.

It's a not so secret formula that happy and engaged CSRs create happy and engaged customers. But while it's a simple formula to understand, it's more complex to achieve.

That's why we take a proven and prescriptive 3 step approach.

1

We start with facts, not opinions

Agent improvement recommendations without supporting data are just opinions.

Research findings show how the Best-in-Class contact centers measure and manage CSR experience programs better than their lower performing peers. The below findings are an extract taken from an agent experience research publication.

Agent Experience Improvement Methods
Agent Experience Improvement Methods | Source: Customer Service Excellence Report

When research reveals the top methods used by the Best-in-Class leaders, those methods are transformed into evidence-based best practices.

2

We apply evidence-based best practices

Best practices are prescriptive methods backed by industry specific benchmark data that show what the highest performers do differently than their peers, and how they do it.

They are repeatable methods that shift efforts from unsupported ideas that lack measurable execution to prescriptive guidance that achieves forecasted results. And they are optimized to minimize investments, save time, reduce risk and improve outcomes.

Below are the five most influential best practices to improve agent satisfaction, productivity and tenure as well as the downstream benefits that include, but are not limited to, increased customer satisfaction and sustained cost savings.

Agent Experience Improvement Plan

When you start with research-based findings that show what's possible, learn from the Best-in-Class contact centers that have achieved extraordinary results and repeat their performance using prescriptive best practices, you eliminate the guesswork, avoid trial and error, and pursue the straightest and shortest route to success.

3

We provide analytics to measure progress and improve results

You can't manage what you can't measure. So, our methods and tools bring visibility, predictability, and profitability measurements to an otherwise difficult to quantify but strategic improvement opportunity.

Call Center Agent Experience Dashboard
Agent Experience Dashboard

Finally, to de-risk our programs, we round out our services with program management, organizational change management and governance.

Call Center Excellence Starts Here

If you are looking to step up the CSR experience, we have some options.

Visit the Customer Service Insights Hub for expert recommendations, best practices, research findings and innovative technologies.

Or for professional help, schedule an introductory call with a contact center consultant using the form below.

Johnny Grow Call Center Excellence Programs