How to Enrich Your Team’s Customer Service Skills? - Jorge Noa - ContactCenterWorld.com Blog
A contact center is the lifeblood of any business enterprise. Higher the level of satisfaction greater will be the chance of revenue generation for the firm. What really matters to the customers is the timely resolution of their queries. The latest survey by Forrester Research has found that 77% of the respondents felt that valuing their time is the most important aspect of a customer service call center.
It is imperative for a contact center to provide superior assistance to customers from time to time. Another survey has stated that more than 50% of the customers stop doing business with a firm owing to their lackluster approach towards solving customers’ problems.
Staff’s Grooming and Training: All contact support executives need to realize the importance of providing promptest resolution to customer’s queries. They should understand the basics of customer services and are expected to work with full dedication and sincerity.
Easily Accessible:Customers seriously don’t want to wait. A call center should be open 24×7 without fail. According to a recent survey by Conversocial, around 32% of the customers felt that apart from telephonic assistance, a contact center should also provide online assistance to customers over social media all the time.
Listen with Care: The prerequisite for an excellent customer support is to listen carefully to their queries and with utmost diligence. A telecaller should only respond to customers after they have finished their statements. Abruptly speaking something without listening to customer’s side is a strict no-no.
Utilize Modern Technology: It is the buzz word these days. A contact center will be able to work in a far more effective and conducive manner when it has better technology at its disposal. Be it a call conversation recording, facilitating online transactions or issuing support tickets, the use of excellent calling devices at Call center for customer services is a must.
Omni Channel Support: In the last couple of years, customer service interaction on twitter has increased by 250%. This necessitates the tacit use of Omni channel support for customer services. Most of the customers today love to get assistance over social networking sites, including Twitter, Facebook, and Linked In. The primary aim of an Outsource customer services call center is to offer round-the-clock assistance to customers over the telephone or social media as and whenever they need to.
Publish Date: October 24, 2017 8:15 AM