To make it easier for new Agents to determine the skill of other Agents and also to have a fun title, we added “levels” to Agent names. Now you can easily spot the achieved Dragon Slayer of customer support!
Levels are a part of the Gamification functionality and can motivate your Agents to go the extra mile and compete with each other.
There are 12 predefined levels, running from Novice through Apprentice to Professional and Wizard, up to the King of Customer support. Levels are earned and permanent, you cannot lose them for inactivity.
Example
If agents answer more than 500 Tickets, they achieve the Professional Level (shown in their status) with a motivation message: “You are a Pro now. Your answers are precise and to the point. Customers shiver with expectation waiting for your answers. Answer 500 tickets or make 500 chats to reach this level.”
Levels can be modified by the Administrator, who can set their parameters.
List of possible Level conditions (you can use)
- mathematical operators (+,-,/,* )
- logical operators (||,&&)
- parenthesis
and following variables:
- $worktime (Work Time)
- $answers (Answers)
- $answers_ph (Answers per hour)
- $chats (Chats)
- $chats_ph (Chats per hour)
- $missed_chats (Missed chats)
- $chat_answers (Messages)
- $chat_answers_ph (Messages per hour)
- $calls (Calls)
- $calls_ph (Calls per hour)
- $call_seconds (Call minutes)
- $call_seconds_ph (Call minutes per hour)
- $missed_calls (Missed calls)
- $rewards (Rewards)
- $rewards_p (Rewards %)
- $punishments (Rebukes)
- $punishments_p (Rebukes %)
- $not_ranked (Not ranked)
- $not_ranked_p (Not ranked %)
Create healthy competitions amongst teams
Create company-wide competitions and get all departments involved! See who’s the leader in the number of tickets resolved, and more. Try it today for free.
List of predefined Levels
- Novice (1) – You are new to the system and ready to make your first steps.
- Apprentice (2) – You already answered a couple of tickets, but your learning has just begun.
- Trainee (3) – You are learning well. Keep up the good work and you will be great one day.
- Beginner (4) – You have finished your learning phase. Now it is time to show what you can do.
- Amateur (5) – It seems that you know your work. Keep improving.
- Professional (6) – You are a Pro now. Your answers are precise and to the point. Customers shiver with expectation waiting for your answers.
- Master (7) – You have earned respect. Your colleagues look up to you. Help them become as good as you are.
- Wizard (8) – Your skills are slowly getting beyond this world. Some of your answers are magical.
- Mage (9) – You answer Tickets by the touch of your mind. Your magic has grown to the highest level possible.
- White Mage (10) – You have proved your magic skills. Now you are allowed to wear the white hat.
- Regent (11) – You rule this system. Tickets come and go under your command.
- King (12) – You are the King. Now it is time to hold this position and protect it so that no one can dethrone you.
Levels leaderboard
Agents can see each other’s Levels and compete against each other.
Why customer support and loyalty initiatives are worth the investment
Customer engagement and loyalty are critical factors in business success. Engaged customers who have positive experiences with a brand are more likely to become loyal evangelists, driving referrals and generating new business. According to research, referrals from current customers generate 65% of new business. Providing excellent customer support is key to building long-term relationships and increasing customer satisfaction. This includes being responsive, efficient, competent, courteous, and consistent in communication. Businesses should also focus on creating unique value propositions that clearly communicate the benefits of their product or service and set them apart from competitors. Loyalty programs with incentives and rewards can also drive customer behavior and improve brand loyalty.
Escalation management is the process of dealing with potential customer challenges in customer service. It ranks customer service issues in order of severity and assigns them to the appropriate employee or customer service agent. There are two main categories of escalation management: functional and hierarchical, which deal with different types of issues. An effective escalation management strategy helps solve customer lapses as soon as they happen and is key to customer retention. Reliable help desk software like LiveAgent offers specific ways to handle escalation management, including ticketing, call center, live chat, social media, and customer portal features.
LiveAgent is a customer satisfaction software that can help businesses improve their customer service metrics and retain loyal customers. It offers various features and integrations, a free trial, and customer service available 24/7. The software also provides loyalty program email templates that can generate repeat sales and brand advocacy. For software development companies, LiveAgent can be a valuable helpdesk software solution that can boost advocacy and create a positive customer experience.
Customer service agents training checklist
The customer service agent training checklist includes various steps such as providing a laptop, co-working sessions, and LiveAgent tutorials. Soft skills training is crucial for agents to build long-term customer relationships. Adequate customer service training is important for employees to handle inquiries and complaints effectively, understand company policies, and provide excellent service. A tailored training program should be implemented to meet the specific needs of your business.
