A call center serves the critical role of answering an array of questions and solving various problems in a time sensitive manner. In order for a call center to prove successful now and in the future, these environments must follow vital guidelines as well as use next-generation technologies, including a predictive dialer free from a costly price tag (News - Alert).
Here are five tips to remain conscious of throughout every day operations, according to a recent article featured on Resource Nation.
First, agents’ tone of voice is incredibly important whether they are on the line with someone openly voicing their dissatisfaction or providing tech support to consumers. This is the factor that can either help a customer to calm down and take a breather or get increasingly angry due to receiving an attitude back from someone who is supposed to be assisting them. Be sure to listen to the way a customer is speaking as well because this will help you to decide which way to best approach their individual needs.
Second, building trust amongst your customer base is key to them feeling completely satisfied and not turning to a competitor. Thus, “always let the customer know that you will solve their problem, and always follow through to the end. Building this type of trust and reliance will bring customers back because they know they can count on you for help, the piece revealed.
Next, interoffice communication is vital as it helps to keep all employees informed and up-to-date with as great amount of customer information as possible. It can be a disaster waiting to happen when a contact center agent goes into a call essentially blind with no information and angers customers even before they can ask them what their problem is. Thus, keeping detailed notes that can be sent internally to the entire team is crucial to the overall efficiency of call centers.
Fourth, every situation needs to be given the same amount of attention regardless of how tedious the actual complaint is. The article added, “Each customer believes his or her problem is an emergency, and so reps should treat is as such. Address each issue with importance and show your customers that you not only care about them as a person, but you also value their business.”
Fifth, connect with individuals via multiple communication channels. In this day and age, people want to contact representatives in the way in which they feel more comfortable including via social media or even self-help websites. Thus, empower your customer base to do so because the results will prove advantageous to the organization as a whole as it is a win-win for everyone involved.
If you keep these five points at the forefront of your brain, it is likely you will be able to expand your center over time. However, without important tools available to these agents, including a predictive dialer, it is likely agents will fall short of what these demanding customers are expecting.
Edited by Rachel Ramsey