Boosting Contact Center Performance: The Crucial Role of Agent Efficiency.
CX Technological capabilities have advanced with the help of AI-Generated features, does this mean human agents will in time become obsolete? You’ve guessed right, the answer is no. Despite here in Malaysia, a hotbed of AI-powered Data Centres investments by tech giants such as Google, Nvidia, and Microsoft. Source: CNBC, human agents are needed now more than ever in driving CX servicing across industries. Just google job openings for Customer Service agents, one will have a plethora of positions on the lookout for CX agents talent. With a strong tech-framework, Malaysia is poised to be the perfect place to host your businesses’ omnichannel cloud contact centres, which very much still require human agents to manage them. After all, humans require human touch, but with a dash of CX technology to help make it much better.
Hence the topic of Boosting Contact Center Performance: The Crucial Role of Agent Efficiency, is a conversation that business owners should be having, if one has not implemented these strategies. In the fast-paced world of customer service, agent efficiency is not just a metric; it’s a critical component that drives customer satisfaction, operational effectiveness, and overall business success.
Efficient agents handle more calls, resolve issues faster, and contribute to a positive customer experience. Let’s explore why agent efficiency is vital for contact center operations, and how it can be achieved better with an Omnichannel Cloud Contact Centre, with the support of companies such as Accordia Global.
👍🏼 Just don’t merely satisfy your customers … “Enhanced Customer Satisfaction”
Efficient agents can resolve customer issues quickly and accurately, leading to shorter wait times and faster resolutions. This enhances the customer experience, as clients appreciate timely and effective service.
Accordia OMNI is a perfect combination of what an Omnichannel can do. An effective customer interaction suite is leading the way in contact center solutions. It’s a comprehensive IP contact center that works for organizations of any size. With seamless integration of voice, video, email, web portal, social media, and CRM, it ensures effortless experiences for your customers and empowers your employees.
Deploy the Bots in helping “ Increased Agents Productivity”
Business owners should have a shift of mindset when it comes to integrating technology in order to help your human agents to better perform. Do you see it in a positive light or negative light? Think of it this way, the perfect solution who can help with the influx of initial enquiries, helping your company sieve through what is a genuine enquiry, and which is not are the BOTS! Chatbots and WhatsApp Bots are one of the most efficient of your workers. Operating 24/7.
This in turn, helps your human agents to be more efficient agents that can handle a higher volume of interactions without compromising on quality. How? By focusing their time in taking care of your genuine customers, and firm leads. This means more customers can be served in less time, increasing the overall productivity of the contact center.
Cost Reduction
Accordia Global’s Omnichannel Cloud Contact Centres are truly what one should implement at the start of your business. It’s flexible, scalable and able to descale when the need arises. Having control over the cost of your systems helps with your planning. It’s really the smarter way to plan an investment in contact centres.
Accrodia’s solution is remarkably easy to deploy and user-friendly, empowering you to digitally transform your operations and enhance customer experiences.THey key word is “Tailored to your business preferences”. With Malaysia situated at a strategic location within asia and an investment hotbed for Data Centres by the likes of Microsoft, Google, and Nvidia. One can choose from leading Cloud providers like Google Cloud in Singapore, Alibaba Cloud in Malaysia, or Lintasarta in Indonesia.
Higher efficiency translates to lower operational costs. When agents are well-trained and equipped with the right tools, they can resolve issues in fewer interactions, reducing the need for follow-up calls and lowering the overall cost per contact.
Happy Employee 🤝🏼 Happy Customers: Improved Employee Satisfaction
“According to the Canada Human Resources Centre, unhappy workers cost the North American business economy over $350 billion per year in lost productivity. Source: Employee Happiness Is A Leading Indicator Of Profitability And Productivity, Cindy Gordan, Forbes.”
Naturally, your agents who are in the CX business starts with a passion for customer service. They have or had the right skillset to handle and tackle customers enquiry. Many times difficult customers. Hence, overtime with waning technological support, or insufficient flow through of customers data might impede their skills set. Leading to a poor outcome of customer interaction, which in turn demoralizes these agents. Keep your human agents spark going with the right implementation of technology!
“Highly engaged business units achieve a 10% increase in loyalty/engagement ratings and an 18% increase in sales. Source: Workplace byJim Harter and Annamarie Mann, Gallup. ”
When agents are efficient, they experience less stress and burnout. Efficient processes and tools enable them to perform their tasks more effectively, leading to higher job satisfaction and lower turnover rates.
🏆 Better Performance Metrics
On the whole, when your agent’s well-being has a positive impact from the implementation of the right technology such as Gen-AI powered Omnichannel contact centres. Key performance indicators (KPIs) such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction Scores (CSAT) improve when agents work efficiently. These metrics are crucial for assessing the performance of the contact center and making informed decisions. It will naturally then translates to the overall health of the company. Both employee and employer is able to achieve high satisfaction rates. For the employer, a year-on-year increase in profitability. For the employee, a sense of achievement, feeling in control, and being engaged in the company leading to a healthy work-mindset.
Agent efficiency is the backbone of a successful contact center. By focusing on training, technology, performance monitoring, streamlined processes, and empowerment, contact centers can significantly improve agent efficiency. This not only enhances customer satisfaction but also drives operational efficiency and cost-effectiveness, creating a win-win situation for both the business and its customers.
Are you ready to boost your contact center’s performance? Discover how our AI-powered omnichannel cloud contact center solution can empower your agents to achieve new levels of efficiency and customer satisfaction. Speak to our Omnichannel experts to find out how we can help you scale to the next level!
