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.

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如果您对基础代理感兴趣，您可能想了解更多关于代理小组的信息。这个页面会解释什么是代理小组以及它们如何帮助改善您的客户服务。

另外，关于如何提供卓越的客户服务，客户服务理论是一个不错的参考。您将了解到诸如速度、诚信和方便性等原则如何影响客户满意度。

最后，了解员工代理的角色也会帮助您提升客户体验。该页面会详细说明员工代理的定义及其在客户服务中的作用。