What is it that keeps your employees going and performing their best? Well, it’s the motivation that plays a crucial part in creating that perfect positive working environment. Especially when it comes to a customer support center, the performance of the agents is highly driven by this one factor! It’s imperative that the managers employ all effective strategies to keep their teams motivated so that they deliver the best kind of service. Here’s a list of the most efficacious tips for motivating your chat support agents:
Empowerment:
Empowerment here means providing an appropriate training to the chat support agents. Make sure that you provide the initial training that’s provided for the new employees. Further, ensure that you conduct regular training sessions for the existing employees. Conducting these sessions consistently shows your support agents that you are concerned about their professional development. It also shows that you want them to increase their knowledge within the company. You can further allow them to choose from a list of potential assignments, or tasks so as to help improve their efficiency.
Help maintain work-life balance:
Being a customer support agent is quite a tedious task. With a number of customers contacting the support team every now and then throughout the day, it becomes quite hectic for the chat support agents. This stress not only makes them feel exhausted but may also lead to negative health consequences. So, it’s advisable that the managers encourage team members to maintain a more balanced life. Asking them to take timely breaks, day offs and other such gestures can help motivate them to a large extent.
Arm the chat support agents with required resources:
Providing the live chat agents an access to the cutting edge technology required for troubleshooting can help empower them. It would help eliminate the need for asking permissions for normal resolutions. Providing the live chat agents with the best kind of customer support tools can actually enable them to help the customer to the very best of their ability.
Leverage gamification:
Involving gamification into customer support is yet another effective way of motivating the support agents. Consider offering game points, incentives, coveted badges etc. that can encourage the agents to compete and perform at their best levels and achieve the desired targets and goals effectively.
Employ these strategies to motivate your support agents and provide an exceptional customer service to your customers.