Home » Glossary » Universal agent

Universal agent

Definition

What is a universal agent?

Universal agents are customer care representatives who handle issues such as technical and financial. With the rise of multi-channel customer service, agents have expanded to managing customers through any supported communication channel.

Universal agents have the ability to operate different layers of support. It allows companies to add more value to their conventional product lines. 

Aside from being computer experts, they are also equipped with the soft skills needed to be compassionate communicators.

What is a universal agent?

What are the benefits of hiring a universal agent?

There is an increasing demand for universal agents in customer service. Here are the benefits of hiring a universal agent offers:

Increases efficiency

Customer service departments frequently employ segmentation. While this technique can help in personalization, it can also lead to other difficulties. 

Each category’s call center agents will be specially trained, but they may be less likely to help if the caller’s issue is outside their area of expertise.

Another concern is that clients are shifted between departments regularly. The organization may need to create separate software platforms for each channel to enable segmentation.

The use of universal agents can aid in the resolution of this issue. The entire process may be simplified and enhanced with an agent who is knowledgeable in most client concerns.

Enhances first contact resolution

Universal agents can handle a wide range of client concerns. Since a universal agent will have the same authority and responsibilities as a team leader, the client will no longer need to ask questions like, “Can I talk to a manager?”

These universal agents serve as both the first and final line of defense. They can increase first contact resolution while simplifying the customer experience.

Improves customer experience

Universal agents address client concerns quickly. Although prompt responses may keep customers satisfied and delighted in the short term, it takes more to earn their loyalty over time.

In addition, universal agents have exceptional soft skills and excellent communication. They provide customers with positive impressions and satisfaction at the end of a conversation.

Customers are more likely to suggest a service or product if they have a meaningful and customized experience. Universal agents are essential for meeting your clients’ high expectations and retaining their long-term loyalty to your business.

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 3,000+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.