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What is a base agent?
Agents that are part of the regular billing cycle can also be referred to as base agents. These employees are part of the business’s day-to-day operations and, as opposed to temporary agents, are part of the company long-term.
Benefits of base agents
When you have a base agents group, it can bring many benefits to your business.
- Stability – Once the team is used to one another, understands the workflow, and knows the customers, it provides stability for your company. Not only is it easier for them to communicate with each other, but they are also more likely to provide effective customer service and stick to business goals.
- Budgeting – Allocating the budget for agent training, while having a team with knowledge and skills to build on, is way easier. Having to organize expensive training over and over again is not the most budget-friendly option, so a trained agent base can save your business a lot of resources.
- Better customer experiences – When you have experienced customer service representatives they can provide the best service and increase customer satisfaction scores.
- Lower agent turnover – Agent turnover is one of the productivity metrics in a contact center environment. When this metric is low, you can build a stable customer service team.
- Higher productivity – Having agents familiar with the company, each other, products, and customers allow them to provide more efficient service and keep up the productivity.
Improve your business
LiveAgent offers numerous useful features and integrations that will make your customer service more efective than ever before.
Après avoir exploré les rôles des agents de base sur notre page, vous pourriez vouloir en savoir plus sur la façon d'"améliorer votre service client". Cela vous donnera des stratégies pour offrir un meilleur support à vos clients. Si vous êtes intéressé par des modèles de communication efficaces, découvrez comment notre "base de connaissances" peut vous aider à répondre aux questions fréquentes. Pour les questions plus complexes, notre guide sur la "base de connaissances : répondre aux questions difficiles" peut être particulièrement utile. Enfin, si vous cherchez à optimiser la gestion de vos clients, explorez notre section sur les "tickets et CRM" pour des outils avancés de gestion de la relation client.
Glossaire du Logiciel d'Assistance
Learn about customer service terminology and jargon inside the LiveAgent glossary and get better every single day.
