Trust Your Frontline Staff to Deliver Outstanding Customer Service

Do you want to boost morale, productivity and engagement in your contact center? Then start trusting your frontline staff to do their jobs and deliver stellar customer service. Let go of the command and control approach so often applied in contact centers for one that truly focuses on customer service and trusts staff to deliver it.

While processes are purposeful and necessary, they’ll never make up for poorly motivated staff. In addition to setting overall direction, contact center managers should introduce practices that give customer care Communicators a sense of control over their work—and even add some fun to the mix. Some items to consider include gamification, real-time communication and Communicator empowerment. These elements can help to build trust and engagement.

To unleash the potential within your contact center for better business outcomes, consider the following recommendations:

Initiate Communicator focus groups: Who knows your customers better than your frontline staff? So, give them the opportunity to share feedback with you on a regular basis. Ask Communicators for their input on customer pain points and frustrations, ways to improve the service experience and even how to enhance your offerings. To ensure this practice remains fruitful, put a process in place that provides follow-up to staff on issues raised and recommendations made.

Make training a higher priority: You’ve hired the best people, so now inspire them to do their best for you through a comprehensive onboarding program. A variety of avenues exists for offering this to staff in ways that support their learning styles. Consider a mix of traditional in-classroom training and online interactive e-learning and e-coaching. Your efforts to enrich their knowledge and skills will let them know you value their contributions.

Establish and measure goals: Everyone on staff should have a clear understanding of business targets. Make sure KPIs and SLAs transparently and fairly reflect performance—and never single individuals out as poor examples. Instead, look for trends and group problems to address in a diplomatic and constructive way.

Schedule to reduce stress: Put the latest forecasting technology to work to right-size your contact center. Consider seasonal fluctuations in business, holidays and new marketing campaigns when predicting staffing needs. This will go a long way to reduce stress from overworking. Another important tool for work-life balance is flexible hours and working from home/remotely. Both are tools that exhibit trust in your workers. Recent innovations in self-service functions allow agents to trade shifts, request time off and voice other preferences—all of which can be automatically approved instead of waiting for a manager to respond.

Boost contact center status: A contact center staffed with well-trained, motivated and trusted individuals is a boon for business. Giving frontline staff a way to work with other departments to learn tips and tricks for delighting customers is another way to engage them more thoroughly in the business and develop trust. Managers should make it a point to promote the successes of their team to senior executives to continue the evolution of trust and respect for Communicators.

These strategies for the contact center, when deployed properly and consistently, will grow trust, improve productivity and increase customer satisfaction. It’s a win-win-win!