Call centers don’t have the best reputation out there in most customer service sectors. In this day and age, people think twice before they contact a call center for help as there could be other digital options that could make the problem go away. Businesses know that call centers are integral to their understanding of their audience and are trying their best to improve the call center experience because it matters. It’s expected for call centers to become brand differentiators that could add to the overall value of a sold commodity. This is why a lot of businesses are turning to use different and new approaches to make sure their call center game is in tip-top shape.
It’s become quite easy to create a call center in your business, unlike the old days where you needed tons of telephone lines and equipment. All you need today is an internet phone number and you can connect to any place in the world using the internet. This is how all major call centers are operating their phone lines with maximum efficiency. The power of speaking to a representative of a business is always the go-to option for any customer who is facing complex problems that other digital means couldn’t help in solving it. There are a lot of things you can learn to augment your customer service level from reviewing call center’s best practices.
Call Center Etiquette
To help you realize the importance of a call center experience, compared to other services, you should know that formidable reports state that 79% of customers prefer to speak with a human representative on the phone despite the abundance of other digital customer service solutions. The impact of a call center for customers can stretch beyond serving a customer on a call. Poor call center etiquette can result in customers ceasing any recommendations about your business that they used to. Once a call center loses a customer due to poor communication, chances are that that customer would probably never return. This is why call centers are doing their best to adopt friendly scripts and proper training to win the customer and have the customer do word-of-mouth marketing. You can translate this to many other customer service sectors, even if they aren’t a call center.
Metrics and Monitoring
You need to how effective your customer service is exactly to be able to know its points of strength and weakness. There is no shortage of metrics that can give you a clear idea of how your representatives are operating. Get acquainted with your operators’ call volume, resolution, and the average handling time. Using metrics to improve customer service can be a double-edged weapon sometimes. You may find yourself buried under tons of statistics if you don’t know what you’re looking for and how to interpret it. Staying close to your representatives to know what they need to do the job as perfectly as possible while balancing between monitoring and tracking metrics.
The best criticism is constructive criticism. This is why you shouldn’t just focus on your agents’ feedback or statistics alone. Try to be interactive with customers’ feedback to know what would make them more comfortable. When it comes to customers expressing their opinions and concerns, the most popular platform is through speaking with a representative on the phone. Don’t focus only on the concerns expressed through the phone; you should widen your scope to use feedback and criticism to your advantage instead of spending too much time trying to find flaws alone.
Training is not the most hidden call center practice, but it’s one of the most effective. A lot of organizations have a problem with their training methodology which is why adopting a call center approach is beneficial. New agents are recruited into a training period no less than 4 weeks in which they study the theory behind call center etiquette and handling techniques. Sometimes an extra 2 weeks are used for shadowing and practicing mock calls. Many organizations are under the impression that training is a one-time thing that goes on and on, although regular coaching sessions provided the best results.
Call centers, like many jobs, require representatives to sit on a desk for many hours. This is why call centers are famous for adopting ergonomic and productive furniture and options to boost productivity. The more productive the environment is, the better the tone and concentration of representatives are. Lounges for resting, standing desks, colorful backgrounds, and posters are all elements that can add an aura of positivity and productivity.
As always, no specific or right practice works well for every organization or call center. You’ll need to use your own assessment when it comes to deciding which practice can improve your customer service. Don’t forget to empower agents and customers alike as their feedback is important and you can always use it to improve your business as a whole.
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