Call center agents often have to work under a great deal of pressure which can make it difficult for them to maintain their confidence. It’s important for these agents to have the right attitude and support, so that they are able to deliver excellent customer service, even in challenging situations. Building confidence among these agents requires constant training and feedback in order to ensure that they understand their role and the expectations placed on them.
One way of helping call center agents boost their confidence is by celebrating successes and positive reinforcement when they do well and achieve goals. Celebrating successes provides an incentive for call center agents to continue striving and building up their abilities, since they can see tangible rewards for their effort. Additionally, managers should set clear goals for each agent as well as a timeline for achieving those goals; this helps ensure that agents stay on target and motivated despite periods of high stress or difficulty. Finally, providing access to helpful resources such as manuals, cheat sheets, or online tutorials can take some of the pressure off of agents while also giving them greater knowledge in more complex situations.
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Financial Service Industry Challenges (Banking, Retail & Global) | LiveVox
Financial services have felt the heat of competition from FinTech startups in recent years and this shows no signs of slowing in 2021. What many banks and wealth management firms might find, however, is that their best bet is to kick off a partnership. Financial services organizations could consider leveraging the insights and capabilities of FinTechs. In fact, 94% of financial services companies said they were confident FinTech would help their business grow its revenue in the next two years. The bank can focus on holistic services, while working with FinTech to enhance one area of the business.