While every call center agent strives to be as helpful as possible when addressing customer issues, there can be a certain amount of stress that comes along with life in the traditional call center. The stresses of a daily commute and interoffice politics, for example, have been shown to make life difficult in the call center. In general, ‘job pressure’ is the top cause of stress in the United States, according to a 2013 study by the American Psychological Association,
Implementing a virtual call center strategy is a great way to allow your agents to login remotely, letting them relax at home while still getting the complete “in-office” experience. A virtual call center also makes it easy for call center managers to diligently monitor agents just as if they were working in-office. Let’s take a look at some of the other benefits of a virtual call center, some of which could help reduce employee stress in your organization:
· Faster, more respective service across every channel will assist your agents in being able to communicate through the customer’s preferred method without any messy interface complications.
· Face-to-face Web customer service lets customers view the agent to which they are speaking, adding a level of eye contact and personality to interactions that would usually feel anonymous
· Proactive Virtual Queuing, offered exclusively by Vocalcom, allows agents to eliminate hold time, boost productivity and significantly improve customer satisfaction.
When the agent is able to work more efficiently and the customer’s satisfaction is improved, what could be a better recipe for a less-stressed agent? To learn more about Vocalcom’s virtual call center options, click here.
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