Agent life cycle

What is an agent life cycle?

Agent life cycle refers to the different stages and phases an agent goes through from recruitment to exit from a call or contact center. 

Benefits of tracking the agent life cycle include: - 

• Quality Assurance 
• Agent engagement 
• Agent satisfaction 
• Efficient recruitment 
• Faster onboarding 
• Better training 

How does an agent's life cycle look like?

Agent life cycle works through seven major steps: - 

1. Recruitment 

Job descriptions are made and shared across different platforms. Applicant tracking system (ATS) is used to screen job applications and then chosen candidates are subjected to initial assessments.

2. Onboarding

You can choose the right candidates using onboarding software. New hires are then introduced to company culture, policies and procedures. A mentor is assigned to aid the process.

3. Training 

With the help of learning management systems (LMS) agents are equipped with skills and knowledge. Regular training is provided to equip agents with product, service and customer knowledge. 

4. Performance management 

Monitor and improve the performance of agents tracking their key performance indicators (KPIs) like average handle time, customer satisfaction and first contact resolution. Provide ongoing and constructive feedback to boost their performance. 

5. Agent engagement 

Deploy engagement platforms to reward outstanding performances, gather feedback and monitor agent satisfaction. Provide clear career pathways for advancement to higher positions like supervisors and team leads. 

6. Retention 

Ensure competitive salaries and benefits are given to agents. Promote healthy work-life balance and gather regular feedback through stay interviews and engagement surveys.

7. Exit 

Deploy structured exit processes to ensure agents leave on good terms, leaving a door for future collaborations.