Between supply chain disruptions and skyrocketing ticket volume, being a customer service agent has never been more difficult. What was originally considered an entry-level position is now a critical part of a brand's entire customer experience strategy — in a time when it's easier than ever for customers to change their allegiance, no less.
It's no wonder that more than 70% of agents have considered quitting in the past six months.
The role of a customer service agent is to not just resolve requests for help quickly, but to become an ambassador of the brand itself. They must be expert communicators who are adept at solving issues and keeping customers happy so they stay with you. (This is especially important when you consider that it can be 5x+ more expensive to acquire a new customer than to retain an existing one.)
But today, it's not enough for agents to be great at the human element: the technical expectations heaped upon agents in the digital age are enormous. Not only are they expected to master product knowledge, policies, and procedures, but they must also become process and system experts, learning how to navigate a multitude of back-end systems that store customer information, product documentation, training resources, company policies, and much more. And when they can't find an answer, they have to know who in the organization to contact who might be able to help them.
Because let's be real: an agent can be the friendliest, warmest person, but if they can't help customers solve their issue, it's all for naught. There needs to be some substance behind the helpful attitude.
It all boils down to this: your agents are drowning in both tickets and complex systems, and they need a lifeline. The odds are stacked against them becoming successful and staying in their roles. But customer support is too important to play around with — so what can companies do to 'rescue' their agents?