How does this place make money? Go ahead, ask ten of your agents this question and see how they respond. Chances are, you’ll be disappointed at their inability to explain even the basic business model. But here’s the thing – The more they understand how the business operates and their role in its success, the more invested they will become in making sure they do their part. When your customer-facing employees understand the bigger picture, they will ask better questions and make better decisions.
This does not mean you have to get lost in the weeds of profitability, logistics and spreadsheets. Make it simple and straightforward. Produce a five-minute video on how the business functions. Commission an infographic that explains the basics of how customers come in contact with the company. Explain agents’ critical role in customer retention. After all, it is a lot easier to keep an existing customer than finding a new one. Explaining basic context promotes a natural sense of employee ownership. Watch who responds to these messages. Offer them more detail if they are interested. They could be your leaders of tomorrow.