5 TIPS FOR BEING A CALL CENTER SUCCESS VCALLGLOBAL
CALL CENTER OUTSOURCING
CALL CENTER OUTSOURCING COMPANY
Give the customer a choice to select an option to address their specific question or speak directly with a customer service representative.
If scripts do not fit the situation, include alternative solutions or attachments to assist the call center representative.
Allow appropriate time for the call center representatives to engage a conversation with the customer to fully understand and resolve the customer's inquiry.
Listen and encourage employee feedback. The call center representative feels the pulse of the customer and can often be proactive to problems that may arise rather than be reactive to issues.
Use performance metrics and customer surveys performed by an objective third party to arrive at Best Practices. Pick no more than three to five key performance metrics.
One of these metrics must be a Voice of the Customer related. Customer Satisfaction surveys must be conducted by an objective third party.
Call centers are not doing themselves any favors by forcing someone to pick an option that doesn't fit the reason why they are calling.
Call center representatives are human beings that not only want but also need connection. They need time to absorb, discuss and debate.