The term ‘global agent’ can be used to describe a customer service rep that can help with any type of inquiry. A global agent is versed in support, sales, billing, and so on. A customer service model that utilizes global agents can still support some groups that handle specialized problems, but for day-to-day service, one skill set can do it all. Below are some of the benefits to make the case for implementing a global agent model.

Shorter wait times. If something causes a spike in contacts in one particular area, you no longer have to worry about a massive increase in wait time for your customers in that one department. However, in order to ensure that the channel is not clogged and revenue generating calls can still flow in, your company will be forced to focus on reducing the unnecessary reasons for customer contacts. This is a good thing. You will be providing a better experience by addressing these needs.

Greater flexibility in staffing. With global agents, meeting the ebb and flow of staffing needs becomes much simpler. You can fill slow periods with outbound, revenue generating activities that can be performed by any agent. And you will be prepared for an increase in inbound volume should the need arise.

Easier transition from self-service channels. Contacts from your self-service channel can flow directly into one group rather than trying to play the guessing game of what area they need to go to. This makes the flow of self-service to agent much easier to manage.

Customers aren’t lost in transition. Companies that don’t have a strong process for issue tracking risk having customers lost in the hand-off from one department to the next. If you have agents with the basic skill set to tackle most issues, that risk becomes greatly reduced.

Reduces customer frustration with repeating information. No one is a fan of having to explain an issue to multiple people. You lose all confidence when you feel like information is not making its way from one person to the next, not to mention the time that is wasted. With global agents, customers can explain their problem, only once, to the person who is going to resolve it.

Agents see the big picture. The initial onboarding training takes longer, but the product of that training is a high-caliber, well-rounded employee. The global agents have the ability to see the big picture by handling all types of contacts. They learn the impact of the sales process on customer complaints later in the lifecycle and vice versa.

Visibility across multiple areas leads to process improvements. Things that used to be done by functional silos suddenly become visible by one group resulting in process improvements and elimination of redundant, unproductive actions.

Using the notion of a global agent has the potential to provide a better customer experience for certain organizations. If you struggle to provide consistent quality service, perhaps you should explore the idea and see if it’s a fit.