Resources For You

  1. 5 Essential Marketing Strategies for VoIP Businesses

    5 Essential Marketing Strategies for VoIP Businesses

  2. 5 Technologies Set to Revolutionise Webphones

    5 Technologies Set to Revolutionise Webphones

  3. 5 Unique Types of VoIP Gateways Explained!

    5 Unique Types of VoIP Gateways Explained!

  4. 5 Ways a Cloud PBX System Benefits Remote Work

    5 Ways a Cloud PBX System Benefits Remote Work

  5. 5 Ways SBCs Facilitate Unified Communications as a Service

    5 Ways SBCs Facilitate Unified Communications as a Service

  6. 5 Ways to Optimise ASR To Grow Profitability

    5 Ways to Optimise ASR To Grow Profitability

  7. 7 Additional Important Components of a VoIP Carrier Network Explained

    7 Additional Important Components of a VoIP Carrier Network Explained

  8. 7 Important Factors to Consider When Implementing LCR

    7 Important Factors to Consider When Implementing LCR

  9. 7 Ways to Optimize AHT

    7 Ways to Optimize AHT

  10. 9 Key Functions of an SBC Explained

    9 Key Functions of an SBC Explained

  11. 10 Factors to Consider While Choosing a Webphone

    10 Factors to Consider While Choosing a Webphone

  12. 10 Important Components of a VoIP Carrier Network Explained

    10 Important Components of a VoIP Carrier Network Explained

  13. 10-Point Security Checklist for VoIP Carriers

    10-Point Security Checklist for VoIP Carriers

  14. 10 Tips For Effective Implementation of LCR

    10 Tips For Effective Implementation of LCR

  15. 10 Webphone Features that Benefit Your Business

    10 Webphone Features that Benefit Your Business

  16. An Out of the Box Telecoms Network

    An Out of the Box Telecoms Network

  17. Are Call Centers Still Relevant in 2023?

    Are Call Centers Still Relevant in 2023?

  18. Automated Dialler vs Manual Dialler - Knowing the 7 Key Differences

    Automated Dialler vs Manual Dialler - Knowing the 7 Key Differences

  19. Call Center vs Contact Center - Understanding the Differences

    Call Center vs Contact Center - Understanding the Differences

  20. Choosing SIP over TCP,TLS and UDP in 2022

    Choosing SIP over TCP,TLS and UDP in 2022

  21. Class 4 Softswitch vs Class 5 Softswitch - Understanding the Difference

    Class 4 Softswitch vs Class 5 Softswitch - Understanding the Difference

  22. Combatting Covid-19 with Carrier-Grade Communications Solutions to Help Users Work Remotely

    Combatting Covid-19 with Carrier-Grade Communications Solutions to Help Users Work Remotely

  23. Comprehensive Cloud Softswitch Documentation

    Comprehensive Cloud Softswitch Documentation

  24. ConnexCS expands AnyEdge SIP Load Balancer to India

    ConnexCS expands AnyEdge SIP Load Balancer to India

  25. ConnexCS for Africa

    ConnexCS for Africa

  26. ConnexCS WebPhone SDK Connector

    ConnexCS WebPhone SDK Connector

  27. Discover the Different Types of NAT: An Essential Guide for Network Administrators

    Discover the Different Types of NAT: An Essential Guide for Network Administrators

  28. Discussing the Future and Top 9 Benefits of WebRTC

    Discussing the Future and Top 9 Benefits of WebRTC

  29. DNO And DNC Lists - Everything Carriers Should Know

    DNO And DNC Lists - Everything Carriers Should Know

  30. Email and SMS Alerts

    Email and SMS Alerts

  31. Employers' Guide to Winning at Remote Work

    Employers' Guide to Winning at Remote Work

  32. Exploring the Top 10 Types of Web Phones in 2023!

    Exploring the Top 10 Types of Web Phones in 2023!

  33. False Answer Supervision Detection - The Ultimate Tool for Preventing VoIP Fraud

    False Answer Supervision Detection - The Ultimate Tool for Preventing VoIP Fraud

  34. Far-End NAT Traversal - An In-Depth Guide

    Far-End NAT Traversal - An In-Depth Guide

  35. Feature Releases for June 2024

    Feature Releases for June 2024

  36. From Cost Savings to Mobility - 15 Benefits of Web Phones for Businesses

    From Cost Savings to Mobility - 15 Benefits of Web Phones for Businesses

  37. Get Your FCC Registration Number in 5 Easy Steps!

    Get Your FCC Registration Number in 5 Easy Steps!

  38. How to Build Your API on ConnexCS

    How to Build Your API on ConnexCS

  39. How to Build Your Own Dialer (BYOD) – Part 1

    How to Build Your Own Dialer (BYOD) – Part 1

  40. How to Establish a VoIP Interconnect in 10 Easy Steps

    How to Establish a VoIP Interconnect in 10 Easy Steps

  41. How to Get Operating Company Number (OCN) in 4 Easy Steps

    How to Get Operating Company Number (OCN) in 4 Easy Steps

  42. How to Identify Robocall Scam Traffic - A Comprehensive Guide for Telecom and VoIP Operators

    How to Identify Robocall Scam Traffic - A Comprehensive Guide for Telecom and VoIP Operators

  43. How to Improve CX? Ensure your Call Center Agents are Happy!

    How to Improve CX? Ensure your Call Center Agents are Happy!

  44. How to Prepare for a VoIP Network Security Audit

    How to Prepare for a VoIP Network Security Audit

  45. How to Properly Prepare for Setting up a VoIP Interconnect

    How to Properly Prepare for Setting up a VoIP Interconnect

  46. How to Register for the Robocall Mitigation Database: A step-by-step guide!

    How to Register for the Robocall Mitigation Database: A step-by-step guide!

  47. How to Successfully Implement LCR is 5 Easy Steps

    How to Successfully Implement LCR is 5 Easy Steps

  48. How Using Web Phones Can Benefit These 10 Industries?

    How Using Web Phones Can Benefit These 10 Industries?

  49. Importance of Balancing Cost Minimization and Reliable Call Quality when implementing LCR

    Importance of Balancing Cost Minimization and Reliable Call Quality when implementing LCR

  50. Introducing ConnexCS WebPhone

    Introducing ConnexCS WebPhone

  51. Introducing ConneXML - The Best TwiML Alternative

    Introducing ConneXML - The Best TwiML Alternative

  52. Introducing Smart CLI Select - An Effective Way to Improve your ASR

    Introducing Smart CLI Select - An Effective Way to Improve your ASR

  53. LTE vs VoLTE: Diving Into The Differences

    LTE vs VoLTE: Diving Into The Differences

  54. Operating Company Numbers (OCN) - Understanding Function, Importance and Relevance

    Operating Company Numbers (OCN) - Understanding Function, Importance and Relevance

  55. Populating Our Support Area With Cloud Softswitch Video Guides

    Populating Our Support Area With Cloud Softswitch Video Guides

  56. Predictive Dialler vs Progressive Dialler - Understanding the Differences

    Predictive Dialler vs Progressive Dialler - Understanding the Differences

  57. Preview Dialler vs Power Dialler - Understanding Top 5 Differences

    Preview Dialler vs Power Dialler - Understanding Top 5 Differences

  58. Rate Card Profit Assurance

    Rate Card Profit Assurance

  59. Redundant Redundancies (Backups of backups)

    Redundant Redundancies (Backups of backups)

  60. Revolutionise Your Outbound Calls - 8 Types of VoIP Diallers Explained

    Revolutionise Your Outbound Calls - 8 Types of VoIP Diallers Explained

  61. Scalability – Grow at Speeds That Suit You

    Scalability – Grow at Speeds That Suit You

  62. ScriptForge – Javascript Routing

    ScriptForge – Javascript Routing

  63. Simplifiying our Softswitch Pricing

    Simplifiying our Softswitch Pricing

  64. SIP 101 - The Best Guide of 2022

    SIP 101 - The Best Guide of 2022

  65. The 3CX Supply Chain Attack - Understanding Everything That Happened

    The 3CX Supply Chain Attack - Understanding Everything That Happened

  66. The 5 Best Strategies for Mitigating Robocall Scams

    The 5 Best Strategies for Mitigating Robocall Scams

  67. The Anatomy of Robocall Scams

    The Anatomy of Robocall Scams

  68. The Art of Cost Optimization - Least Cost Routing and Its 7 Benefits

    The Art of Cost Optimization - Least Cost Routing and Its 7 Benefits

  69. The Best Multi-POP Cloudswitch

    The Best Multi-POP Cloudswitch

  70. The Essential Guide to Business Continuity Plans for VoIP Carriers

    The Essential Guide to Business Continuity Plans for VoIP Carriers

  71. The Essential Guide to Implementing STIR/SHAKEN

    The Essential Guide to Implementing STIR/SHAKEN

  72. The Ultimate Guide to STIR/SHAKEN

    The Ultimate Guide to STIR/SHAKEN

  73. Timeout Protections (SIP Ping, SST)

    Timeout Protections (SIP Ping, SST)

  74. TLS and 2FA Security on the ConnexCS Platform

    TLS and 2FA Security on the ConnexCS Platform

  75. Top 5 Alternative Marketing Strategies for VoIP Businesses

    Top 5 Alternative Marketing Strategies for VoIP Businesses

  76. Top 5 Call Center Challenges and How To Overcome Them

    Top 5 Call Center Challenges and How To Overcome Them

  77. Top 5 Important Types of VoIP Gateways Explained

    Top 5 Important Types of VoIP Gateways Explained

  78. Top 7 Strategies For Ensuring Call Quality While Minimizing Costs with LCR

    Top 7 Strategies For Ensuring Call Quality While Minimizing Costs with LCR

  79. Top 9 Indicators that Help You Identify a Bad Carrier

    Top 9 Indicators that Help You Identify a Bad Carrier

  80. Top 10 Points of Differences Between a Traditional and VoIP Carrier

    Top 10 Points of Differences Between a Traditional and VoIP Carrier

  81. Top 10 Types of Robocall Scams Explained!

    Top 10 Types of Robocall Scams Explained!

  82. Top 10 VoIP Vulnerabilities You Must Know About

    Top 10 VoIP Vulnerabilities You Must Know About

  83. Understanding Global RTP Servers (Lowest Latency Possible, High Availability)

    Understanding Global RTP Servers (Lowest Latency Possible, High Availability)

  84. Understanding Network Address Translation (NAT) - A Beginner's Guide

    Understanding Network Address Translation (NAT) - A Beginner's Guide

  85. Understanding the 9 Key Objectives of a VoIP Network Security Audit

    Understanding the 9 Key Objectives of a VoIP Network Security Audit

  86. Understanding the Complete Scope of a VoIP Network Security Audit

    Understanding the Complete Scope of a VoIP Network Security Audit

  87. Understanding the Crucial Role of Session Border Controllers in Carrier-Grade VoIP Networks

    Understanding the Crucial Role of Session Border Controllers in Carrier-Grade VoIP Networks

  88. Understanding VoIP Anycast Load Balancing

    Understanding VoIP Anycast Load Balancing

  89. Understanding What a PBX System is and How it Benefits Your Business

    Understanding What a PBX System is and How it Benefits Your Business

  90. VoIP Carrier Network Components - Understanding Session Border Controllers

    VoIP Carrier Network Components - Understanding Session Border Controllers

  91. VoIP Carrier Network Security - How to Conduct Security Audit?

    VoIP Carrier Network Security - How to Conduct Security Audit?

  92. VoIP Carrier's Ultimate Guide to Cleaning Up Their Traffic

    VoIP Carrier's Ultimate Guide to Cleaning Up Their Traffic

  93. VoIP Interconnects - Learning How VoIP Carrier Connect and Exchange Traffic

    VoIP Interconnects - Learning How VoIP Carrier Connect and Exchange Traffic

  94. VoLTE - An Evolution in Voice Communication

    VoLTE - An Evolution in Voice Communication

  95. WebPones Explained: Understanding Web-Based Telephonic Communication

    WebPones Explained: Understanding Web-Based Telephonic Communication

  96. WebRTC 101 - The Best Guide for Beginners

    WebRTC 101 - The Best Guide for Beginners

  97. What Are SIP Traces - A Beginners Guide

    What Are SIP Traces - A Beginners Guide

  98. What Are The Top 10 Essential Call Center KPIs?

    What Are The Top 10 Essential Call Center KPIs?

  99. What Are VoIP Gateways and How Do They Work? A Comprehensive Guide

    What Are VoIP Gateways and How Do They Work? A Comprehensive Guide

  100. What is a Contact Center and Why Does Your Business Need One?

    What is a Contact Center and Why Does Your Business Need One?

  101. What is Robocall Mitigation Database? A Guide for Carriers and VoIP Operators

    What is Robocall Mitigation Database? A Guide for Carriers and VoIP Operators

How to Improve CX? Ensure your Call Center Agents are Happy!

Unless you’ve been living under a rock, you’ve surely been bombarded by reports of how Customer Experience (CX) has become all-important.

Content marketing managers have gone wild with this trend. They’ve been pushing out articles emphasizing the importance of customer experience and how it benefits your business.

Now, I could do the same and throw statistics at you. Like, 85% of customers are willing to pay more for a good customer experience. Or 90% of customers will tell others about their poor experience with your business.

But that isn’t helping you, is it? I'm sure you already know how important it is to make your customers happy. With that, I suppose you’re looking for ways you can improve your CX. So let me help you with that.

How? By showing you ways to celebrate call center agents to improve your CX.

Let’s begin then, shall we?

Why is it Important to Keep your Call Center Agents Happy?

Happy Call Center Agents

Simply put, your call center agents are the ones who directly interact with the customers. So unless they’re happy, they’re not going to make an effort to make your customers happy.

Happy Agents = Happy Customers

In general, having happy employees is tremendously beneficial for your business. There are too many statistics that back up this statement.

For instance, businesses with happy employees generate 20% more revenue compared to their competition. They’re also 10 times less likely to fall sick resulting in fewer days off.

So happy call center agents make more profits for your business. But how does the happiness level of agents impact the customer experience?

To understand that I will break down key functional areas which experience improved performance when a call center agent is happy.

How do Happy Call Center Agents Improve CX?

I’ve studied a lot of Economics and am skeptical about the whole trickle-down effect of wealth generation. However, if there's one thing that trickles for sure, it's happiness.

1. Happy Agents are More Patient with Customers

Patience

Patience is one of the most valuable virtues for customer service operations. When a customer contacts the business the most common possibilities are:

  1. They have difficulty using the product.
  2. The product is working as intended.
  3. They’re not happy with the product.

In either case, the customer is unhappy and tricky to manage due to their bad experience with the product. Such situations require a call center agent to be patient, listen to the customer and understand the issue.

A happy call center agent is less likely to get irritated when handling a demanding customer. They will not only handle the customer with patience but ensure the problem is resolved in the best manner.

2. They are Empathetic Toward the Customers

Empathy

Empathy is another valuable virtue to have for customer service operations. A cold approach to problem-solving can derail your operations. Humans want to be treated like humans, with warmth and empathy.

Happier individuals are more empathetic towards others in general. Thus, having happier call center agents means they will treat the customers with more empathy and compassion.

The sense of being heard, understood, and valued is very important for any customer relationship. We know how beneficial happy and loyal customers are for any business. Having happy agents can help you build long-term positive customer relationships.

3. They are Better Problem Solvers

Problem Solving

Happy people are more dedicated and focused on their work. Combined with an objective approach, they turn out to be very effective problem solvers.

Problem-solving starts with learning about the issue and understanding the entire situation. We’ve already covered how happier people are patient listeners and empathetic.

This allows them to understand the situation problem, comfort the customers and come up with a good solution as quickly as possible.

As a result, your first call resolution rate jumps and you have customers who’re enjoying the customer service experience.

4. They Exhibit Greater Eagerness to Help

Helpful

The best call center agent to have is the one who is the most eager to help out a customer. Turns out, happy individuals are more eager to help out other individuals.

So it's a win-win for your business to keep your call center agents happy. Happy Agents will naturally make more efforts to ensure a customer is treated well and their problems are resolved.

Such a proactive approach and good problem-solving deliver a good customer experience to the end consumer. Moreover, making a customer happy only adds to an agent’s happiness and job satisfaction.

You can build a positive feedback loop in this manner that can benefit your business tremendously.

Now we know 4 ways in which happy call center agents improve CX. Let us move on to the main part of this article.

How to Make Your Call Center Agents Happy?

Making your call center agents happy is not dissimilar to making your customers happy. The key ingredients are the same, being recognized, understood and valued.

By celebrating their wins and improvements, you can ensure you’re adding to their happiness and making the workplace a happy environment.

How should you celebrate them? Let me show you!

1. Interact With Them on a Personal Level

Personal Interactions

A tiny gesture from the senior leadership of any business can go a long way in ensuring agent happiness. Talk to your call center agents, get to know their names, find common interests, make small talk, etc.

Greet them when you walk past their cubicles, ask them for suggestions, give advice, etc. Small interactions like these add a lot of value to their work life.

You’re not only showcasing that you acknowledge them but also building stronger interpersonal bonds within the organization.

Look at this from their perspective. The MD, CTO, CMO, etc. knows them by name, chit-chats with them, and always greets them. That’s so fulfilling for any employee. All of this employee satisfaction and happiness come at no additional cost to your business.

2. Celebrate Their Wins

Small Wins

A 1% increase in customer retention may seem insignificant in a performance report but for a call center agent, it might be the culmination of hours of hard work.

You don’t even have to make the celebration a grand affair. Order some pizza or muffins for the team. Sit down with them and praise the hard work of all agents.

Talk to them, look out for suggestions and ideas, and motivate them to outperform themselves. Such gestures showcase your investment in their performance and improvement.

Positively reaffirming small wins on a personal level adds a lot of positivity to an employee’s life. Thus, they’ll improve, perform better and lead others by example.

3. Recognize their Contribution

Recognition

You will have some employees who go the extra mile in assisting a customer, ensuring their problems are resolved and they’re happy.

Then some employees put in more hours, assist colleagues and senior leadership, take up additional responsibilities and leadership roles, etc.

Make sure their extra work and contribution to the business are recognized. You can issue certificates of appreciation for them, write favorable performance reviews, etc.

These were the professional ways you can recognize their contribution. You can personalize the ordeal by doing something as small as writing a thank you card.

You’ve seen how effective personalization is for customers. It's no different when it comes to your employees so go the extra mile for those who go out of their way for the business.

4. Let Them Choose Their Rewards

Option to choose Rewards

A key to effectively celebrating your call center agents is to celebrate their individuality. No two people are the same in terms of their preferences. The word “reward” means something different for every individual.

Some people are driven by monetary rewards, some by material and some by immaterial rewards.

Now you can have your HRs look into this and come up with the best possible rewards for every call center agent. However, it would be just easy to give them options and let them choose whatever best suits them.

This will ensure every agent is rewarded in the best way possible and it would add any extra workload for your other teams.

5. Gamify Your Operations

Gamification

You can maximize employee happiness by ensuring they’re having fun and enjoying every aspect of work. This can be done through gamification of your operations.

Depending upon your size of operations, you can either have employees competing against each other or forming groups and competing with other groups.

With gamification, there is a risk of a select employee or group always winning the game. Under such circumstances, the whole ordeal becomes monotonous and negatively impacts performance.

One way to prevent this is to change the challenge regularly and ensure each challenge focuses on a different area of performance.

Thus, every challenge will have different winners and agents will be incentivized to improve in areas they’re weak.

Conclusion

The key to improving Customer Experience is to start celebrating your call center agents and making them happy. Happiness trickles so every happy agent handling a customer means the customer ends up happy too.

It might take some tinkering but if you get this right, your business will do amazing in the long run.

So what else will you do to improve your CX?