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Why Your Agents Are Frustrated

Brian Keep, Ytel |  

There are plenty of reasons why your agents are frustrated with their daily tasks. We can chalk some of it up to just the natural flow of the job, dealing with irate customers, and handling a high volume of calls. There's always a way to eliminate agent frustration, and that all starts with locating the source and finding a workaround. Read on for more!Why Your Call Center Agents are Frustrated

There are plenty of reasons why your agents are frustrated with their daily tasks. We can chalk some of it up to just the natural flow of the job, dealing with irate customers, and handling a high volume of calls. There's always a way to eliminate agent frustration, and that all starts with locating the source and finding a workaround. Read on for more!Why Your Call Center Agents are Frustrated

Training


Agent training is one of the most important things a contact center should prioritize in its' business model. If training isn't done correctly, or in enough detail, your agents will fall short, and your business will struggle to get ahead. A strong training program should be implemented for all agents, regardless of their previous experience or knowledge of the industry or your business. Training should cover product knowledge, phone etiquette, industry trends, company policy, among many other items. Your agents should be required to attend all training sessions upon hire, and should be able to showcase their knowledge and understanding in order to begin work. 


Stress


Stress in a call center is normal, expected, and definitely manageable. Most agents in the industry report experiencing stress at various levels on the spectrum on a daily basis. However, the best way to handle stress is by acknowledging it, working with management on how to alleviate it, and staying proactive about it. Agents and supervisors who don't take action are typically the ones who will experience frustration caused by (unnecessarily) high levels of stress. 

 

Customers


While some customers are needy, aggressive, and irritating, there are a lot of gracious and kind people calling, too. If you notice a particular agent has been dealing with more frustrated customers on calls, meet with them and see if they'd prefer to handle leads or prospects rather than current customers (if your call center works in both inbound and outbound dialing). Reducing their interactions with more exhausting callers is an easy fix to improve their experience as an agent. 


Software


Another top priority as a contact center owner is providing the best software and solutions for your agents. Properly training your staff means nothing if you don't set them up for success with current technology. If they're using a phone system from 1989, chances are pretty good they'll experience glitches and poor call quality, which leads to angry customers and loss of business. Solve this problem before it occurs by offering new call center software that your agents will be successful using. 


Management 

Lack of support from management can be a huge source of frustration for agents. Your management team should be checking in regularly with their team members to stay updated on any issues or tickets that need special attention. If your employees don't feel like they're getting the support they need, frustration levels will spike. Take the time to meet with your employees to ensure that their voices are heard in terms of internal support. 

Feelings of frustration are common in any workplace setting. Stress, deadlines, customers, even coworkers can cause frustration. Acknowledging frustration is the first step to solving it. As a contact center manager, make sure you are doing your part to support your agents when they need it.

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About The Author

Brian Keep, Ytel

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As the Chief Operating Officer, Brian works consistently with one finger on the pulse and an eye in the sky to ensure that everything technical at Ytel is running smoothly on a daily basis.


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