Omni Channel Call Center Improves Agent Satisfaction

Omni Channel Call Center Improves Agent Satisfaction 

  

Focusing on customer experience and satisfaction has become a trend in all industry verticals, including the call center industry. But, do you know another rising trend in the call center industry is agent experience and satisfaction? What if I tell you that businesses are setting up an omni channel call center to delight their agents along with their customers? 


Well, whether you believe it or not, this is a fact. The trend of focusing on agent satisfaction is increasing due to the rising job attrition ratio in this industry. It costs a lot to call centers to hire and train agents to fit in their work environment and then they leave, which causes a hollow effect in the business. Omni channel setup not only helps in delighting agents but also customers. There is enough material available online that discusses how an omni channel call center solution increases customer satisfaction. In this blog post, we will discuss how this software improves agent satisfaction. 

1. It pacifies customers

One of the major challenges faced by agents is angry customers, and in some cases infuriated customers. It is not only difficult to handle angry customers, but it also increases stress and frustration in agents, which ends up increasing dissatisfaction with the job and maligns the whole work environment. By getting the best omni channel call center software and using it to provide customer service across popular communication channels, you will be able to delight clients. Your customers can choose their preferred mode to connect with the support team. This reduces customer anger and pacifies them, which further helps in augmenting the experience of agents. 

2. It provides context 

The omni channel call center solution will map all conversations of customers. This makes the jobs of agents quite stress free because agents will have information about each conversation a client had via any communication channel. This helps agents to handle customers more confidently and personalize the customer experience. 

3. It boosts morale 

A majority of agents leave a job because of increasing stress and reducing self confidence. When you set up an omni channel call center, you will be able to provide the tools that can help your agents perform better. It will also end up in more satisfied and happy clients. Reducing the number of angry customers also reduces the workload of agents. Moreover, all interactions across all touchpoints will be in front of the agent during and after the live call. This data will help agents to make more confident choices and lead the conversation. All this will boost the morale and comfort of agents. 


Concluding notes:

In conclusion, it is necessary to focus on agent satisfaction equally to reduce the attrition rate. The omni channel call center software has several advantages to offer compared to simple solutions. You will be able to empower your agents with more reliable technology. 

The right partner will help you set up your omni channel call center with ease. iCallify is one of the regarded providers in this space and they can help you in this process. To learn more about omni channel system offered by iCallify, please visit 

  


  

  

  

  

 

 

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