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Article : Great Call Center Or Great Call?

#contactcenterworld, @taylor_reach

While technology, metrics and environment are all important factors in the call center, customer experience is paramount - read more for details with real life examples in this article by Bruce Lebowitz Vice President of the Taylor Reach Group Inc.


Executives often judge a contact center by traditional metrics. These might include low abandonment rates, an extremely quick speed to answer and meeting handling time goals. When proud of a contact center, executives often point to its technology too. The fact that the contact center never goes down, has instant screen pops so the agent knows everything about the customer before they even pick up the phone and an easy to navigate IVR can make a call center a showcase. Additional bells and whistles might include omnichannel capabilities that allow a center to handle calls, chats, emails and mobile interactions. Even the environment, a state of the art contact center with sleek furniture or a WAHA (Work At Home Agent) capability that allows agents to work at home allow bragging rights.

However, these state-of-the-art contact centers offering great design, delivering great statistics and utilizing the best technologies don’t necessarily deliver a great call. Having all these tools, along with a superior infrastructure, will not ensure a great call, which is a meaningful interaction between two people. The agent with access to all this technology and all these tools still has to:

  1. Develop a connection with the caller

  2. Solve a problem

  3. Be personal and positive


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Most importantly, the agent has to care.

All too often the focus of a center is on the technology and environment rather than the customer experience. Working with a healthcare company with a horrible make-shift CRM, a poor virtual call center technology provider and a fairly limited ability to integrate channels I discovered a company with very happy customers. The simple ingredient that made the callers happy was that the care agents really cared. As customers were calling to schedule MRIs, the agents never failed to wish them well or express concern for them. Conversations were personal without being invasive. The simple act of caring made up for the multitude of difficulties in the systems. The customers didn’t mind minor inconveniences as long as they knew the person they were speaking with had their best interest at heart and genuinely cared about them.

As we started to look deeper into this phenomenon, we realized a couple of things. One was we couldn’t train people to care. We had to adjust our recruiting criteria to find people who have lived a life filled with caring. We looked at volunteer experience…we looked at family situations. We invited personal conversations in our recruiting process to better understand the candidate as person and not just his/her professional experience.

We also altered our training to reflect the values we wanted to express. We wanted to be personal without being invasive. We wanted to be caring without getting over-involved. Thus, our training focused more on conversations and less on systems. We covered how to recognize fear and sadness and how to offer comfort without platitudes and false hope. We learned not to say "everything will be alright" but rather "I understand you might be feeling sad or nervous". Customer satisfaction scores soared with virtually all surveys delivering greater than 97% of all callers being very or extremely satisfied.

We found customers valued the interactions and came to find calling our center less of a chore and a place where an unpleasant task became less lonely and offered connection. While we understand that technology and metrics and environment are all important factors in a contact center, the customer’s experience is paramount and when that experience is delivered by a human being who really cares, many of the other variables in a call center fade away.

In today’s environment competence and efficiency are simply table stakes. To deliver an excellent experience, an organization needs to focus on the personal connection too. Scripting "caring" doesn’t work. Staffing your frontline with warm, compassionate people and promoting a culture that values and rewards creating the personal connection can help deliver a memorable and superior customer experience.

#contactcenterworld, @taylor_reach


About Bruce Lebowitz:
Bruce Lebowitz is an experienced call center consultant and marketing strategist with expertise in creating compelling conversations. With over 20 years of experience in both the consulting and client sides, he has solved problems and created successful programs for many Fortune 500 companies.

About The Taylor Reach Group:
Company LogoThe Taylor Reach Group is a call center and contact center consultants specializing in customer experience consulting and call and contact center consulting, management, performance, technologies, site selection, tools and assessments. All we do is customer experience and contact center consulting: strategic and tactical. Our contact center and customer experience consultants have helped management in hundreds of contact centers and organizations achieve – and exceed – their business goals.
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Today's Tip of the Day - Shorten Your Recruitment Process

Read today's tip or listen to it on podcast.

Published: Monday, May 15, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Hello Direct

Poly, Jabra, EPOS, JPL, Cisco, Logitech
We offer a broad portfolio of headsets to include Headsets with QD (Quick Disconnect), DECT and Bluetooth wireless headsets, USB Headsets, Zoom and Microsoft Teams Certified Headsets, UC headsets, Contact Center headsets, Work From Home headsets, hybrid work headsets, and more! We supply all headset accessories to include ear cushions, mic screens, lapel clips, training-y cables, interface cables, EHS cables, replacement parts, and more.
Hello Direct offers headset Refresh and Voice Testing Services and a new UVC Sanitize Service where we use our commercial UVC cabinets to sanitize your headsets and handsets with UVC light technology.

6.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

7.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

8.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

9.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 

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