A responsive agent is any company employee.
The explosion of remote interaction across all industries and company sizes is changing the concept of contact center and agents. The responsive contact center requires a change in the “traditional” agent roles. Any employee can become a contact center agent in addition to their main duties.
The role of contact center agent is giving place to that one of responsive agent, increasing the pool of available resources to handle customer queries and provide the best customer service.
However, a large number of this pool of resources is not a full-time agent, has other responsibilities and cannot be pressured to meet the tight SLAs of the contact center. Hence the importance of digital channels and asynchronous messages. It increases productivity, as agents handle more customer requests during the same amount of time and brings in other company employees to provide their expert assistance.
Furthermore, asynchronous messaging also serves the interests of the customer. It does not require immediate response for both parties and customers appreciate the flexibility to stop and resume the conversation as they please without time constraints.
Characteristics of a responsive agent
Responsive agents have to be allowed to make decisions, personalize customer interactions to the fullest to make each customer feel special and unique.
Not everyone in the company has what it takes to deal with customers; but the right software tools, adequate training and knowledge of the customer play an important part in simplifying this task.
Flexibility to multitask. Some of these agents juggle between other tasks in the company and even the contact center ones need to meet the needs of the customer. They need to be able to provide the same level of service and accuracy of the information regardless of the channel and number of channels used by customers.
The contact center is a high-pressure environment and usually customers reach out because they are not happy or to complain about something. The ability to solve conflicts, reduce issue escalation, and solve problems autonomously is crucial.