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Glossary

What is Agent Life Cycle?

The Agent Life Cycle is the various stages an agent (typically the customer service or call center representative) goes through in the course of employment in a service organization. This concept is used by businesses to understand how their customer support agents are recruited from the start till when they leave, thus enabling improvements on management, training, and development of employees. The agent life cycle can be broken into stages in several sections, all with unique objectives and activities to help in the maximization of performance, satisfaction, and retention for agents.

1. Recruitment and Selection:

  • Description:

An agent life cycle begins with recruitment where, after defining what job roles there should be, the organization identifies applicants and selects them based on the employees' fitness for customer service. The stage involves defining what job roles should be there, advertising the jobs, screening applicants, and conducting interviews to see whether they are qualified for the job.

  • Key Focus Areas:

Skills assessment, cultural fit, communication skills, and attitude to customer service remain the core criteria for making the right choice in picking the agents.

2. Onboarding and Training:

  • Description:

Once the agent is on board, an onboarding process will take place wherein the newly recruited agent will be taught about the company's culture, policies, and expectations. Later on, the agent will have his initial training to acquire the necessary skills that properly process different kinds of customer interactions.

  • Key Focus Areas:

Product knowledge, customer service etiquette, usage of the CRM systems of the company, handling queries and complaints, and standards required in the quality control- all usually feature in the training for a call agent. It is an essential phase to prepare the agents for work and set them up for success.

3. Active Service:

  • Description:

At this point, the agent is now increasingly engaged in the resolution of customer inquiries and the execution of regular duties. He puts into practice the training that he undergoes to solve problems, provide answers, or offer assistance across platforms that include phone, email, chat, and social media.

  • Key Focus Areas:

Regular monitoring of agent performance, such as average handle time (AHT), customer satisfaction scores (CSAT), first call resolution (FCR), and other adherence markers to company policies, ensures that agents are operating at peak performance. Agents start to obtain a better handling of customer needs and expectations at this stage.

Conclusion:

 

The agent life cycle would help businesses to understand and manage their customer service agents' process. Focus on each phase-recruitment, onboarding, active service, continuous training, performance management, career development, and retention-would be sure to ensure the support's availability for making the agents succeed in their work. This would develop the quality of customer service and lead eventually to business success. It leads to more productive and efficient agents and, consequently, customer satisfaction and performance for a company.

 

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