When someone loves their job, it shows. In fact, they might not even think of their daily nine-to-five as a job at all. This is what you want in a contact center representative charged with communicating with your customers.
Unfortunately, there are a variety of ways in which a contact center employee can begin to dread their job. From being underutilized to poorly trained, subjected to the inefficiencies of outdated equipment or never feeling a sense of empowerment, contact centers can fail as often as they succeed. And given the way consumers have evolved in the last two years, choosing the right contact center for your customer service has never been more important.
The Impact of Negative Communication
Stories about poor agent experiences abound, and that’s because when a consumer is treated poorly, they’re quick to tell a lot of people about it. They might even jump on social media to broadcast their grievances. Not only does a negative experience turn that consumer away from your brand, but their words can also influence others to stay away.
Was the experience the product of a poorly trained agent? Could it have been an issue with communication technology that sullied the experience? In some cases, the agent is simply not happy in their job, and they don’t have the energy to be of any help.
Happy Agent=Happy Customer
A number of variables weigh into the happiness of a contact center representative. Those who love coming in to work every day are equipped with the right communication technology that the best contact centers use to efficiently and effectively manage call volumes. The best agents get that way because they’re properly trained. When they know everything about the brand they represent, they have confidence, and it shows in the way they communicate.
Happy agents are also managed by the right type of leaders. Whether it’s a team leader, manager or trainer, they have the attributes of a good communicator, which means they listen well, approach each agent as an individual with specific and unique needs, offer guidance and are empathetic.
What you get out of a nearshore contact center, such as the Belizean-based Protel BPO, is a professional organization that takes pride in its employees. We know that without a happy employee, you can’t have positive interactions with customers.
A Protel BPO customer recently commented that the company is, “consistently the most respectful polite and hardworking group of people. The culture is amazing, and you can talk about it all day long. I have never seen a group of people who are trying to get to the same destination the way they do at Protel BPO.”
Learn more about how we ensure our employees are happy so your customers will be happy by contacting us today.