Improve your agents’ decision-making process

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You should encourage your agents to make good decisions on their own, by getting them to ask themselves:

Is it right for the customer?
Is it fair for the business?
Am I willing to take responsibility?

This should encourage all of your agents to do the right thing without always needing to ask their team leader.

If you do implement this in your contact centre, you need to make sure that you are then supportive of the actions taken and are careful not to criticise when things don’t always go the way you would have liked.

Author
Jo Robinson

Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Improve your agents’ decision-making process

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