Top 4 Agent Complaints (And 1 Easy Step to Solve Them)
Call center agents have it tough. Incoming complaints and outgoing cold calls mean a high level of stress, while the pressure to perfect CSAT scores and ratings hovers over every customer interaction. Many managers struggle to keep a constant lineup of trained, satisfied agents on staff. In fact, according to Mercer’s 2016 survey, call center agents have one of the highest turnover rates of any business at nearly 27% for entry-level employees. Here are some of the most often heard complaints agents have about their jobs, and an exciting new network that has the potential to solve all of them.
1. Outdated Tech
Bland, not-so-user-friendly interfaces and cumbersome functionality should not be hallmarks of any industry, but contact centers are long overdue for a tech overhaul. CRM databases, predictive dialers, security protocol, automated voice systems and a slew of other programs complicate systems and procedures. Agents are understandably frustrated by the maze of tech they need to navigate on a daily basis. That’s why it’s a huge relief to hear there’s a platform that is simplifying the process by migrating everything to one network, Qubicles. Described as a decentralized call center network, Qubicles is easy for agents and mangers to navigate. It can connect callers and agents, service payments automatically, generate ratings, and so much more. Let’s look at one of the biggest issues Qubicles solves.
2. Boredom
It’s an unfortunate reality that call centers have peak hours and downtime. And during the latter, agents will do anything to distract themselves from the ticking clock. One of the revolutionary services of aforementioned Qubicles, is the ability to auction off employee downtime to centers that need a few hours of extra help. Managers can identify employees that are available to take calls, and other centers can choose which agents they want. Managers get paid, staffing concerns are alleviated, and agents are kept busy throughout the shift. It’s a beautiful thing.
3. Lack of Incentive
Even when calls are flowing in at an even rate, agents may not be motivated to do their best. While some call centers resort to terminating employees whose ratings and scores aren’t high enough, scare tactics can make workplaces miserable and moral low. Positive reinforcement is proven to be a more effective strategy, but it can be financially difficult to sustain. But through Qubicles, agents are rewarded for high stats like CSAT and FCR through QBE. Qubicles are a form of cryptocurrency (like bitcoins) that can be traded for cold hard cash, or virtual training in other areas. Which also helps solve our next complaint…
4. No Room For Job Growth
So your agents are at the top of their game. Now what? Without room for advancement, employees will quickly start looking for a way out of the call center business completely. But given an avenue to educate themselves, employees can take control of their careers and feel more fulfilled. Qubicles’ virtual training center, Qubicles University, is a hub for training materials from multiple agencies across the globe. Agents can choose materials based on ratings, increase their qualifications, and become more valuable employees.
Check out the whitepaper to read more about the exciting potential of Qubicles.
— — — —
