5 Factors Affecting The Performance Of Your Contact Center Agents

5 Factors Affecting The Performance Of Your Contact center Agent

01

Workspace

Many organizations ignore the importance of comfortable workspaces in their contact centers. The place where most people spend at least one-third of their workdays must be geared towards optimum productivity and performance, but not at the cost of comfort or happiness.

Uncomfortable chairs, poor air quality, inadequate amenities such as dirty washrooms can all affect the way agents approach their work and do their jobs.To maximize agents’ performance, it’s important for contact center managers to do an audit of the workspace.

02

Infrastructure & Equipment

For a contact center agent desktop and its workforce to deliver the maximum value to customers, modernization is absolutely critical. An antiquated contact center system that still relies on outdated legacy tools affects the organization’s service delivery and eventually results in unhappy or frustrated customers.

Having to face wrathful customers day in, day out directly affects agents’ morale, and consequently their performance.

03

Managerial Communication, Support & Mentoring

Proper and frequent feedback, unambiguous communication, support with task management, encouragement to maintain work-life balance, and ongoing career mentoring – supervisors can do all of this to help agents’ maintain highperformance levels.

04

Training & Development

Training courses – both for ‘onthe-job’ and ‘soft’ skills – and opportunities for professional development empower agents to apply their acquired skills and knowledge to perform their work effectively. This naturally yields better results for the contact center. Moreover, by investing in their professional development, the organization indicates that it values them and wants them to grow. This can have a positive psychological effect on agents and boost their commitment to the organization.

05

Compensation

compensation is an important factor for determining agents’ performance. Inadequate compensation or compensation that’s below industry standards leads to poor performance and high turnover. That’s why the contact center must match their compensation structure to industry standards.

Exceeding these standards would be even better.

Otherwise, problems like low satisfaction, poor productivity, and high absenteeism will be common, and they will increase their retention, hiring, and training costs.

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