Call center agent empowerment leads to customer satisfaction and customer retention.


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How many of you remember getting a gold star from your teacher for good work or good behavior? I remember thinking that the tiny little symbol filled me with a sense of pride for a job well done. What we find over and over again in our External Quality Monitoring programs is that call center agents want to feel empowered and they thrive on performance recognition. Just like those gold stars from our younger years, when call center agents are held accountable for resolving customer complaints quickly and efficiently, and they are provided the tools to improve their performance, it’s not hard to see the link between satisfied agents and quality customer satisfaction and customer loyalty.

“I recently called about a phone connectivity issue I was having at my house. I was transferred directly to the right person and my issue was resolved professionally and quickly. I was surprised that a company so big had such a streamlined call center.”

“After my appliance arrived last week one of your agents phoned me at home to do a post-purchase survey. I usually don’t entertain those things, but your contact center agent was so cheery on the phone I couldn’t help but participate.”

“I was initially quite upset when I was billed incorrectly for service but when I called your customer service center your agent listened to me intently, resolved the billing issue efficiently and was very pleasant to deal with.”

Gold stars to those who earn them!

Republished with author's permission from original post.

Jodie Monger
Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.


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