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EXECUTIVE MEMBER
Aymen Ismail
Head of Customer Engagement Solutions
187
EXECUTIVE MEMBER
Bruno Mendes
Assistant
50

Article : Top Tips For Getting Your Staff To Improve Customer Service

We wanted to know from contact center professionals their top tips in regards to getting staff members motivated to provide the best possible customer service. Each tip provides wisdom that can help you find the way to excelling in your service levels.

- a survey by Joss Jalbert, ContactCenterWorld.com



"Commitment to customer satisfaction. When it comes to your staff it is important to hire people who sincerely care about the needs of others. An employee that honestly cares about the welfare of others will make the best effort to satisfy their needs and wants. Maintaining a staff that takes pride in supporting and solving customer problems is the best way to provide the highest level of customer service."

 
Silvio Stroescu
Head of National Channels, Analytics and Support
Tangerine
Canada

"Place more emphasis on people skills versus technical expertise/experience. Hire people oriented agents who genuinely care about helping others and they will overcome technical learning curves. The genuinely care factor is very difficult to teach."

About Tangerine

Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC)... (read more)
 
Phil Taylor
Chief Member Experience Officer
DUCA Financial Services Credit Union Ltd.
Canada

"High employee engagement is the first step to good/great customer satisfaction scores. Proper coaching and training is also required, but if you have the commitment and engagement from your team members you’re heading in the right direction.."

 
Steve Shefveland
Ceo
Ashesi Global Services, Inc.
United States

"Put yourself in the mind of your customers. Most of us have had a poor customer service experience at some point in our lives, and we often find ourselves saying, "if they would only take time to think about how this makes me feel.""

 
Robert Wint
Senior Vice President Marketing, EMEA
Verint
United Kingdom

"Trust your staff more, and give them the training they need to be more successful. You invariably get significant performance improvements when you give contact centre agents more control over different aspects of their jobs."

About Verint

Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m... (read more)
 


"When we analyse calls handled by agents that receive the highest customer satisfaction results there are quite a few observations that differentiate their calls. Using the ContactPlus evaluation framework, those agents who provide a great service rate higher on skills and behaviours such as listening, questioning and empathy. However, if I were to distil these skills and behaviours into one tip it would be – "Always try to deal with each customer the way that you would like to be treated". It really is the golden rule, and all of us who work in call centres also spend enough times speaking to call centres as a customer to be able to put ourselves in the shoes of our customers."

 
Richard Blank
CEO
Costa Rica's Call Center
Costa Rica

"Burn out. Managers and agents have to be very aware of the initial signs of burn out, cancers or agents that play the "wait till I get fired game". Momentum and rhythm can either make or break a campaign and there should never be a weak link to the chain. Address the situation immediately, show compassion and if possible, work with the agent to have them find their composure and go the distance. If you see the agent has lost their spark or desire to be successful, they must be removed and substituted with a fresh face that is ready to conquer the world. Just remember, it is nothing personal and is in the best interest of the company and especially, the client."

About Costa Rica's Call Center

Costa Rica's Call Center (CCC) is a telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every... (read more)
 
Nina Kawalek
CEO
RCCSP Professional Education Alliance
United States

"Contact center science shows that of all quality drivers and drivers of employee commitment to customer satisfaction, one of the most powerful is supervisory and peer support of fellow service team members during the service delivery process. Provide adequate supervisory support, and cultivate team-based support processes and practices. If you want to raise employee retention, hire, train, and retain great call center supervisors. Look for (or cultivate) supervisors that have exceptional skills in team building, conflict management, quality monitoring, training, mentoring, time management, attrition management, coaching, coaching and coaching. Then make annual supervisor training mandatory, for current supervisors and team leads.

Good supervisory support practices in a team environment are infectious. You’ll reap more and more service improvements for less and less investment."

About RCCSP Professional Education Alliance

RCCSP, celebrating a quarter century of service to the contact center industry, provides access to a portfolio of professional contact center industry certifications and accredited certification train... (read more)
 
Todd Baxter
Evp/Coo
Optum
United States

"Make sure one of the final steps in the selection process involves, if at all possible, having the candidate spend time on the production floor with people actually doing the job for which they are applying. It's an eye opening experience to some, and despite best efforts many do not seem to fully grasp the concept until they see it "live." I'll also offer another tip - Employee Engagement teams. Make sure front line employees (a sub-set that represents the larger group) are activily involved in issue resolution, policy creation and continuous improvement efforts of the site to the greatest extent possible. They usually have the right answers. When in doubt (and often when not), ask the front line employees."

About Optum

Optum is a provider of information and technology-enabled health services business dedicated to helping make the health system work better for everyone. Optum is powering modern health care with nearl... (read more)
 
Jonathan Grant
Ceo
Vonage
United Kingdom

"To deal with any enquiry at the first point of contact and when it can’t be resolved straight away be pro-active in responding. Never leave a customer feeling like their problem has not been taken seriously or solved.

If you act fast, customers are more likely to want to return to you. Even if you don’t get the problem resolved first time the fact that you have contacted the customer to provide them with an update will leave them with a positive experience."

About Vonage

Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communica... (read more)
 
Pat Webber
Change Manager
Metlife
United Kingdom

"To attend correct customer service training. Any training that is given must be fully piloted and examined to ensure that this is correct for the call centre that you are trying to develop. There are many courses that are available and places for example the Industrial society may be something that may be considred."

About Metlife

Metropolitan Life Insurance Company or MetLife for short was founded in1868. MetLife, Inc. is a provider of insurance and other financial services to individual and institutional customers throughout... (read more)
 
Dave Thomson
European Marketing Manager
Cisco
United Kingdom

"Staff want to do a good job, but 95% of what goes on in a call center is controlled by the processes. Look at improving the processes to help the staff shine."

About Cisco

Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. The... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - What Do You Need?

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

Published: Wednesday, May 26, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

2.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

3.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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