Over the past month I made calls to five companies including a Fortune 100 bank, a well-known healthcare organization, a pharmacy, a utilities company, and a Fortune 100 Telecommunications provider. They were personal calls but my secret mission was to see if these companies had ghosts and ghouls lurking in their contact centers.
Having managed contact centers early in my career for eight years I have a tendency to turn every call I make into an observation about their contact centers. Scary, I know!
What did I learn? I learned that there are a lot of ghosts and ghouls lurking in contact centers. Here are five scary contact center agent types and recommendations how to help them:
Bottom line is that your agents are your company’s first impression to your customers. Make sure you hire right, monitor and coach so that you aren’t scaring off your company’s most important asset – your customers! I highly recommend doing some mystery calling yourself to see how your contact center agents are doing. It’s an eye opener and will help you get rid of the ghosts and ghouls lurking in your contact center.
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