Consumer Electronics: Are Your Retail Sales Numbers Making You Unhappy? - Concentrix - ContactCenterWorld.com Blog
Knowledge—complex tools require expert help
Consumer electronics make up 24 percent of the electronics industry. The world of consumer electronics today is one of hyper-connectivity. Customers don’t just want to know how to use their new TV, they want to use it with their new speakers, using their smart devices to control them and they want all their equipment to work together. With the advent of the “internet of things” and the smart home concept, customer care will get even more complicated.
Recruitment—it’s all about the people
This industry requires a different kind of agent, a universal agent who can navigate the complex landscape of interconnected consumer electronics. It’s also important for the new recruit to know the right behaviors to create the best customer experience. The people hired need to have enough technical skills to advise customers, balanced with adaptable communication skills. Those hired also need the ability to adapt to the customer’s personality and have the people skills to navigate through difficult customer interactions. Too little of either and the agent will fail to meet customer expectations. The wrong type of agents can leave a bad impression of your brand.
Monitoring—making sure the lessons are taking root
Excellence in training is an ongoing process. We don’t just rely on self-assessment to determine training needs. When our people engage with customers, all of the calls are recorded and surveys are sent out to the customers afterwards. If a survey comes back with scores below target, it triggers a discussion between the agent and the trainers to assess what training opportunities exist and how the process could be improved. Again, details matter. Errors that consistently happen across calls can trigger changes in how the material is taught in the first place.
We learn and grow from the work done by people who talk to the customers every day. Every improvement we make hinges on having the right people to implement changes at the front line. All our tools, training, and experience lead to that most-important moment, the person on the headset, figuring out how to solve the customer’s problem and make them happy. Better customer experiences increase sales—which make your company’s finances a little happier too.
Concentrix is an elite, high-value business services company that can help you with many aspects of your business. Whether you want consulting, customer engagement strategies, or end-to-end business processes, we can help. For more information, contact firstname.lastname@example.org.
Publish Date: January 27, 2016 5:00 AM
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