3 Ways to Prevent Agent Burnout

August, 12 2021

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Keep Up With Emerging Tech

It is important to keep up with emerging tech because innovation in new operating systems offers new and improved features and can be used to provide enhancements that weren’t possible in older systems. Having outdated and ineffective systems causes frustration amongst teams and staff which in turn affects how people work. By investing in new technology, you are offering your customers a better experience and are able to give reps a chance to increase productivity and efficiency. While most would think that upgrading your system would be more costly than sticking with an older system, the truth is, older systems have more issues which means more costs down the road. The costs of disruption caused by unstable systems and software can very quickly escalate to more than it would cost to invest in a newer system. By using outdated technology you won’t have the functionalities that could give your business a competitive advantage. That is why at Talla, our developers are constantly working on ways to improve our software, giving greater efficiency to users. Upgrading from old tech is important because unfortunately there is a cost in doing nothing. 

 

Increase Productivity

Call centers are busy places that often experience huge volumes of customer queries. This can lead to agents feeling overworked and overstressed. When the workload is overwhelming it can lead to an increase in human error and a decrease in productivity. Talla takes some of that workload away from your team by drastically cutting waiting times for customers, and call times for agents. Talla has been shown to resolve 90% of support answers at first contact, allowing time for your agents to prioritize other customers and work on higher-level tasks with fewer distractions. Increasing responsibility for your employees will improve job satisfaction and morale and if you’ve got a happy workforce then productivity will increase. In fact, businesses using Talla have shown an increase in agent productivity by 20%! By implementing Talla you can reduce the amount of time spent on unnecessary tasks and allow your team to get more quality work done in shorter periods of time. Having happy productive employees will increase your overall productivity and office efficiency, and that’s exactly what you need to help your business grow.

 

Cut Onboarding and Training Times

The onboarding process is a shared responsibility between a company and its customers. When neglected this process can lead to inconsistencies among employees, bog down efficiency and even lead to poor performance and culture within your business. In a study conducted by Gallup, they found that only 12% of employees strongly agree that their organization does a great job onboarding and training new employees. A poorly organized training system can lead to confusion, frustration and even add additional costs to your business. Employees that are well trained are more resilient in the wake of stressful situations because they learn precisely how they should be handling them. Employees are also less likely to be caught off guard and make mistakes when they are well trained. With Talla’s self onboarding solutions, we make it easy for agents to get through the training process because Talla provides them with the information they need upfront to answer all of their questions the first time so there is no time wasted. 








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