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Article : Tips for Successful Contact Centre Management - Part 5 & 6

#contactcenterworld, @ccaction

Sell Success

Do other areas of your business know what you do and how well you do it? Really? They know you help customers or sell stuff over the phone, but do they realise how much you sell, or how many customers you help that would otherwise be calling them? I bet they don’t.

If you have a company newsletter – use it. If you don’t, create your own newsletter to tell people about what you do. Not in detail – it won’t be read. Just a few key metrics, examples:

  • Did you know that the contact centre made xxx sales totalling $yyy,yyy.yy this month?
  • Did you know we helped zzz customers with an average NPS/Customer Satisfaction score of aa?
  • Of the bbb calls we received this month, only cc% required escalation to another department for resolution – thus removing a significant amount of work from these departments.

The home page of the company intranet is also a great place to advertise the successes of the contact centre. You can also publish complimentary emails from customers to reinforce the positive customer satisfaction scores.

It is important that contact centres demonstrate their value to all parts of the business – thus generating interest and respect for the valuable work they do.

Celebrate Success

This is different to selling success – it is internal to the contact centre.

Contact centre work is difficult and often thankless – but you can change that! If staff exceed realistic targets, get good customer feedback or similar, celebrate their success – reward them and actively promote their achievements.

This can be through a formal reward and recognition program, or it can be simply ‘catching someone doing something right’. Ideally, it should be both.

Don’t ignore it – recognise it, then others will put in a greater effort to be recognised and customer service goes up.

Every contact centre should have a reward and recognition program. It has to be fair, defined and documented so the right staff are recognised. If staff believe the wrong staff are being recognised it will have a negative effect. However, it needn’t be expensive – the short-term rewards can be very small and very inexpensive, because it is the recognition that counts. Longer term (quarterly, half-yearly or annual) need to be a bit more substantial but they still don’t have to be expensive in terms of your overall budget. The benefit to customer service will more than offset the cost.

A reward and recognition program has to be balanced. If you include only productivity, or only quality, you will drive the wrong behaviours. The key attributes of a reward and recognition program are:

  • Objective
  • Fair
  • Balanced
  • Measurable
  • Open
  • Viewed as desirable by staff.

Without these attributes it is unlikely to be successful.

All previous articles are available on our web site - www.ccaction.com.au

#contactcenterworld, @ccaction


About Steve Pels:
Director of Operations at Contact Center Action

About Contact Centre Action:
Company LogoThe services provided by Contact Centre Action, and the experience we have is unique in the market today. In operation since 2003, we can provide the total solution to your contact centre consulting and recruitment needs. We have ‘hands on’ operational experience in training, operating and managing contact centres. We don’t just teach and understand the theories, we have practical experience in managing staff in this often high-pressure environment. This experience includes recruiting, customer service, metrics and measurements, staff retention, process improvement, cost reduction, contact centre relocation and centralisation. We have independent knowledge of a variety of technologies from multiple vendors, including ACD, IVR, workforce management, call recording, CTI, speech recognition, biometric verification, quality management, performance management, customer surveys, outbound diallers and speech analytics – in both on-premise and hosted environments. We are totally independent. We do not sell technical solutions, neither do we have any commercial relationships with any
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Today's Tip of the Day - Training Certificates

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

Published: Monday, July 25, 2016

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2020 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

4.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

5.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.
 
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