There are two main advantages of providing great customer service in your call center. The first is that your customers will be satisfied with your service and maybe even recommend you to others. The second is that after pleasing numerous customers, eventually, your company will develop a reputation for amazing customer service. And that reputation alone can go a long way towards bringing in more revenues to your business.
With this in mind we have put together a list of tips that will help you earn that all-important recognition as a great call center service provider:
1. Give importance to every customer query
Make it a point that your agents give due diligence to every customer queries. Yes, sometimes customer queries may not be clear. In such a situation ask your employees to probe the customer with open-ended questions and get a clear understanding of the prevalent issues; then use close-ended questions to wrap it up.
2. Exhibit Positive attitude
Always ask your employees to exhibit positive attitude whenever they are conversing with the customers. This is because, as per experts, this greatly increases the chances of customers responding positively and openly to the requests put forth by your callers.
3. Tailor the script
While making outbound sales calls, encourage your workforce to carry out appropriate research and tailor the tone and script of the calls to reach target audience.
4. Be consistently
Yes, speed is important in call center services but never undermine the importance of consistency. Imagine a person who is going at full tilt in the first half of the day and only 20% in the other half of the day. This is not what is called for. Hence, make it a point that you instruct your workforce to maintain a tempo and ask them to work at 80% of their speed. This will not only help drive productivity, but will also lower the stress at workplace.
5. Be proactive
Never remain reactive and just respond to quires put forward by the customer. Opt to be proactive, try to anticipate the needs of the customer and mold your practices around this much called for quality. During quiet periods, try to reach out to the customers and get some valuable inputs regarding the missing cog in your practice. And finally carry out appropriate measures to fill the gap created by this missing component.
6. Remember there are different types of customers and make sure self-service does not mean poor service
A few customers prefer automated systems, while others wish to speak to a customer service representative immediately. Understand these needs and incorporate appropriate options so that everybody is happy. Also make sure that the self-service option does not turn out to be an embarrassment and put in place proper measures to gauge customer satisfaction levels.
7. Make sure you have enough able agents
Customers hate to wait and this is especially true when there is something serious that is bugging them. And one of the most effective way to eliminate this waiting period is by making sure that there are adequate agents on the floor at all times. Yes, in spite of your best efforts, there will always be times when you fall short of numbers and as a result of which calls get backed up, leading to angry customers. The best defense against this situation is the use the latest analytical and forecasting tools, which can in most cases, help you be prepared.
8. Give the right call to the right agent
Last but not the least, put in place appropriate mechanisms that make sure that no calls end up at the desk of a wrong person or a wrong department.