The Universal “Super Agent”

  • workforce insights
  • May 09, 2013

Gone are the days when a call center agent would simply patch a customer through to another department.

In today’s call centers, these multi-tasking employees handle everything from taking in-bound calls, responding to emails and engaging in online chats with customers.

But these universal “super agents” need a certain amount of grooming in order to succeed. Here are some steps call centers can take to train and invest in their employees.

Step #1: Invest in coaching and training

As the first point of contact with customers, call center agents must be highly knowledgeable about the company’s products, services, procedures and values. Therefore, it is vital to equip them with the training, skills and information they need to be experts in many areas of the organization. This investment can lead to higher customer satisfaction, loyalty, and a more productive agent.

Step #2: Take Advantage of Idle Time

Agents aren’t always on the phones, so down time is an ideal opportunity for training. Take this time to educate employees about all products and services, beyond the ones they are already familiar with; train them on the vision and values of the company’s brand and how they relate to that overall vision; and create shadowing opportunities to help workers learn about the ins and outs of all departments.

Step #3: Train For Cross-Selling and Up-Selling

Highly-trained universal agents are an ideal window for your company because they can help generate revenue by selling additional products or services while solving the customer’s inquiry. This requires specialized training to help agents recognize and execute opportunities to generate revenue. The results are increased agent utilization, lower overall costs, and improved customer experiences.