The priorities of a telecom agent are of the utmost importance to the businesses with which they work. While telecom carriers claim that agents are motivated mostly by their compensation packages, agents themselves cite service for the customer as their highest priority.
As the customer in question, businesses should know that customer service and compensation both motivate agents equally—and, in the end, businesses benefit from that dual motivation.
A Trusted Relationship
Telecom agents risk their relationships with their customers each time they make a proposal or offer a quote.
When agents think that a carrier is not able to provide competent service to a business, agents risk losing not only the trust of their customer but, also, their own reputation. Too, poor service or an attempt to make a change could result in the loss of a relationship. On the other hand, agents who feel that they are not getting fair compensation for sales will start looking for other businesses with which to build relationships.
A good support organization is an integral investment for any telecom carrier because proper support is what motivates an agent’s decision making. An agent’s success with any business depends on choosing the correct vendors; this extends above and beyond the motivation of compensation. This support begins with a vendor’s channel managers.
In order for an agent to ensure good customer service for their represented business, they should also have a good working relationship with a channel manager who knows the agent community. This manager also should have the ability to affect pricing, billing, and customer care.
An agent interacts mostly with a channel manager while dealing with the vendor, and a channel manager with an intimate knowledge of their company’s products, services, and target market can help ensure that great customer service is passed on to the business with which the agent is working.
After channel managers, service delivery is the most important aspect of a support organization. To ensure a positive experience for the customer, an agent must have complete visibility of all steps of the process.
If something does go wrong, agents must be ready and able to intervene in any aspect of the service; this could include provisioning, implementation, and turn-up. One way to handle this visibility is to provide an agent portal, but it’s still equally important for an agent to have a way to contact support if it proves necessary.
The final step in a support organization is the post-installation support of customer care and billing.
Inaccurate billing is a hassle for not only the agent but also for the business they work with, and any issues with the billing must be corrected as soon as possible. When a customer makes a request or the agent intervenes on their behalf, responsive customer care by the vendor will ensure that both the agent and the business are happy.
When agents have proper support from their vendors, they are able to secure new business and concentrate on providing excellent care to their own customers. There is no need for an agent to prioritize either compensation or support—which makes both the agent and the client happy.