![]() ![]() Agents who have these ongoing conversations about their performance are more aligned to the company goals and know exactly what they need to work on for achieving greater customer satisfaction. Employees who get regular feedback from their managers are three times more likely to be engaged in their work than those who have only annual reviews. – Engaged agents make happy customers: A HBR survey reveals that 54% of respondents point to better employee engagement for happier customers. ![]() When you talk regularly about performance and coach your employees, they see that there is a real-time investment in support, and it makes them encouraged for their own career to be moving forward, rather than constantly looking for ways to jump ship. Expressing interest to know your agents’ day-to-day challenges, opportunities to improve, and suggesting training as needed, indicate that you care for your team. – Boosts agent retention: When you give your team opportunities for growth, you support them in their career path, and when you have regular customer support performance reviews, you get to keep them on your support team longer. ![]() Though assessing and scheduling review discussions regularly with your agents would take a big chunk of your time, the rewards of the process are manifold. Why is customer service performance review important? As an efficient customer service manager, having regular check-ins and reviews with your team of support agents is an absolute win-win for both your team and your organization. The evaluation process isn’t necessarily only an annual event but can be done on a monthly or quarterly basis to have more impactful discussions and course-correct along the way.
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