Most companies talk about how they want to improve service, achieve a heightened customer experience and how they want their leaders to be stronger and provide the guidance necessary to create an effective team. The way to achieve these goals is to improve training for customer service agents, as well as create a standard for quality educational programming. Making this priority will result in a high level of customer satisfaction, which leads to loyalty and more sales.
Quality leadership doesn’t seem to be a priority in many organizations today. According to a GoRemotely report, only five percent of companies integrate leadership development as part of their overall strategy. The following are more key findings from the insightful report:
- 77% of employers reported leadership gaps in 2019
- 83% of employers say leaders need to be developed across their organizations, but only 14% of CEOs have the leadership talent to grow their businesses
- 15% of job candidates turned down work offers because of a lack of a positive work environment
- 70% of employees are unhappy at work because of their managers
Another report from LinkedIn found that 58% of managers don’t receive any leadership training. Obviously, talking about leadership development isn’t enough.
Training Is the Key
If you are considering outsourcing your contact center services, partnering with a quality contact center can get you the customer satisfaction results you’re looking for. What makes them a “quality” contact center is the approach they take to leadership development. These are centers that know a team is only as good as its leader and therefore instill the kind of programming that breeds success.
From the time an agent is hired and guided through the onboarding process, they’re involved in training programs that allow them to absorb the company culture of the organizations they’re working for. They know exactly who the target audience is and how to communicate with them. The best agents are further groomed with leadership development, which gives them the tools they need to lead a team.
One thing is true amongst pretty much all organizations that have quality leadership at the helm: the employees under them are happy. This is because they are given the tools they need to succeed, the guidance to do a better job and the empowerment that makes them feel they have value at their job.
That’s what we instill here at Protel BPO. Our approach to leadership development leads to strong improvements in customer satisfaction. Learn more about how we promote happiness in our workplace, which transfers over to our clients’ customers by contacting us today.