In running a call center company, your immediate concern is how to empower your agents to deliver excellent customer service experience.
For one thing, you would want them to be people of unquestionable values who will do an honest work day in and day out.
Help them become the best version of themselves by learning the four valuable lessons that will set your call center workers up for success.
The call center industry is in the business of empathy. Your customers choose to get in touch with a live person even when their issues can be resolved via online help or other channels because of it.
Being able to understand your caller is at the heart of customer service.
In fact, in cases where issues are not resolved, your caller will still walk away from the conversation satisfied knowing that someone knew and understood what they are going through.
Thus, your call center workers will never go far without honing their ability to empathize and to build the human connection.
Walking the extra mile means that your call center workers find ways to always wow their customers.
Keeping your customers happy by pleasantly surprising them is the secret sauce of a great customer service team.
That’s why it pays to challenge your call center workers to go an extra mile every single time they talk to customers on the phone.
Encourage them to give a little extra and to seek ways to please your customers. It doesn’t need to be grand gestures. This can be achieved by being proactive, being quick to detect and fulfill unstated needs, and being consistently professional.
Your call center workers need to learn to welcome feedback, positive or not. It will allow them to know their strengths, acknowledge their weaknesses, and challenge them to do better.
Hence, teach them that feedback should be welcomed particularly the ones that were made during call listening huddles and coaching sessions.
This is not going to be an easy process, but once they gained mastery of their response to feedback and learned to continuously improve, they are on their way to be successful at work.
Many recruiters swear that skills can be learned, but integrity is immortal. This is all the more important with your call center workers as they handle personal information of your customers.
Acts of dishonesty such as fraud can level your organization to the ground quickly, so create a workplace atmosphere where honesty is rewarded, and fraud is severely punished.
In this way, you can teach your call center workers that honesty is integral to the business.
It is your ultimate responsibility to equip your call center workers with the necessary skills and attitude to be successful. After all, when they are exceptional in what they do, they make your customers happy, and they will bring your business to the next level.
Publish Date: November 27, 2017 5:00 AM
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
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ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
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