When it comes to running a successful call centre, you have to agree that at the heart of what you do should be customer satisfaction. After all, if the customer isn’t happy with the way their call is handled it will result in a loss of revenue and low staff morale.
You need to know that your employees are working as efficiently and deliver a high standard of customer service continually and consistently. But what can you do to make sure you call centre delivers on its targets and still keeps the customer experience at heart?
It can be tempting to rush through staff training to get people out on the front line where you need them. But staff who are lacking in the skills required to carry out their duties properly will ultimately be delivering subpar customer service. If they struggle to answer a query or need to pass a call higher up to someone with more knowledge, this will impact the work that others in the department need to do.
Put in place a comprehensive and ongoing training programme that benefits staff and customers alike. Look for gaps in skills and knowledge and overcome this with additional training and support as well as recognising those who are going above and beyond and utilise their skills in the best way.
Look at Implementing Automation and AI Technology.
Having a system in place that can automatically recognise what a caller needs and direct them to the correct employees to help them can not only massively boost customer service but also staff morale as the work they do is tailored to their personal skills. An intraday management call center works to boost productivity that reduces queue times and helps staff work more productively and deals with queries quicker.
Lower queue times means a higher customer satisfaction rate especially if their call is automatically diverted to someone who can help without them being placed on hold and passed to another call handler.
Free up employees time by using AI technology to support customer queries and direct them to the correct call handler or even part of your website for faster, smoother service. Chatbots are becoming a standard when it comes to dealing with online contact via websites to help deal with problems quicker.
Be Customer Focussed.
Hitting targets is the best way to make sure your company performs well and grows as it needs to. However, doing this at the expense of delivering high-quality customer service will have an overall detrimental effect on your business. You need to do what you do well and with the customers best interests at heart.
Implementing good customer service skills is more than a speedy response time or having all the knowledge. It is about listening to the customer and treating their enquiry as if that is the only thing you need to do. Callers will know if the person dealing with their issue has little or no interest and this will have a massive impact on the customer experience.
Make sure your team takes the time to learn everything they need from the caller in an empathetic manner and with clear and concise communication. The ability to not only have patience and be attentive to the customer needs but also do it in a timely manner is something you should aspire to train all staff members to do.