Happy employees can translate into a more satisfying customer experience

Posted on: July 16th, 2015 by Art Barger

Each year, call center managers get together to discuss emerging trends on how to improve efficiency and customer care. The recent Call Center Week Conference in Las Vegas highlighted some of the top concerns and corporate initiatives around customer service and call center management.

In the article, “3 Contact Center Trends to Watch,” many contact centers remain focused on meeting the changing needs of consumers. But along with meeting growing demands, businesses are also taking steps to improve the overall experience for customers, as well as their own telephone agents.

It’s no surprise that call centers are looking for new ways to enhance the customer experience. After all, providing excellent customer service is an ongoing priority for all call centers. But what I found interesting was the importance of improving the agent’s experience, too. This may sound more like an internal initiative, but when you think about it, it makes sense. Happy employees do make for a happier customer experience.

So, how do you improve the agent experience? One of the areas discussed was removing the number of screens that agents use to access account information. Unifying data so reps don’t have to dig through multiple screens would certainly not only make an agent’s life easier, it would also help speed up customer resolution rates.

Then there’s call center processes? Sure, investing in agent training is critical to resolving issues faster, which can result in a more satisfying experience for both the customer and telephone agent. But even if reps are fully trained and prepared to help customers with a variety of functions and problems, when knowledge-based authentication (KBA) solutions require agents to perform lengthy interrogations at the start of each call it interrupts the overall flow of resolving issues. This goes without saying that adding more time to each call can raise the level of customer frustration.

As I’ve written before, the job of a call center agent isn’t easy. Spending long hours doing everything they can to help impatient callers doesn’t make for a positive experience, especially if you add more layers to the call.

By automating the authentication process, you can improve employee and customer morale by going through less hoops to resolve issues. Patrons are happy with the prompt attention and service they’re given, and agents feel more productive as they get through more callers and send happy customers on their way.

That’s the impact the TRUSTID® Physical Caller Authentication tool can have on call center operations. By determining the risk of each inbound call before it is answered, spoofed calls are automatically removed from the process. This can have a tremendous impact on the entire call center operation.

First, telephone agents don’t have to bother asking customers a series of security questions that not only disrupt the customer experience, but add to the cost of each call. Second, with bad calls out of the system, agents can get to good customers’ problems right away. This creates a more positive customer-agent experience, and with better service contact centers can build a more efficient, secure and trusted environment for their valued customers and hard-working agents.