Whether you’re running your own or looking to employ one for your own business, understanding the call center market and what is working for the majority is key to making the most informed decisions.
We all know customer service is key and the call center market is booming as more and more businesses put the customer first by hiring a dedicated team to see to their needs. But how do you ensure that they’re having the best experience possible? Here are just some of the methods used to keep your customers smiling.
Getting It Right The First Time
Sometimes all the abbreviations in use today can be hard to keep track of and understand, but this one is incredibly important. First call resolution (FCR) is undoubtedly the most important metric to keep track of, monitoring your team and what they’re doing to make sure the customer leaves satisfied and with no reason to call back in the immediate future should be your first port of call.
Every Channel Counts
With the wealth of different methods of contact utilized by the modern day call center it’s important that each and everyone receives the same amount of care and training. Whether through text, on the phone, or in email, every customer should be receiving the same level of support. Make sure your team takes twitter as seriously as it does the phone line.
Happy Staff Make For Happy Customers
If your team feel looked after and well-motivated that job satisfaction is passed onto the customer and the work that they do. Making sure that you have systems and rewards in place that keep your call center staff feeling cared for means they can then pass that care onto the customers. It’s small scale karma and you should keep morale in mind at all times.
Feedback Is A Two Way Street
It’s important to let your team know areas in which they need improvement, but its equally important to encourage them in areas they are already excelling at. When it comes to feedback less is more and it doesn’t always have to be a lengthy weekly meeting, but constant little reminders of where they’re doing well and where they could do better can work just as well.
Training, Training, Training
When new employees start at a company they’re subjected to reams and reams of training all at once. It’s been proven to be more beneficial to continue to have small training groups on specific niches or skill sets on a regular basis though. This means that you can target members of the team that need particular training and let the others carry on with the job. Allowing team members to opt in and out of training sessions is another great way to encourage them to work on their own growth and ask for training in areas they would like to focus on.