There are two major benefits to providing great customer service in your contact center.
The first is the fact that your customers will feel much more satisfied with their experience, and will hopefully remain customers, and maybe even recommend you to others.
The second is the fact that after creating many of these satisfied 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 business and retaining the customers you already have.
We’ve assembled ten call center agent tips to help you earn that all-important reputation for great customer service in your contact center.
1. Hire for attitude, then train for skills
This may seem counter intuitive – wouldn’t it be better to hire someone with experience or training specifically in the contact center skill set? That can be beneficial; however, if that experienced person has the wrong attitude, it’ll be an uphill battle to get them to provide great customer service. Choose employees for their positive attitudes, and then provide them with communication skills training, or any other training they’ll need. You’ll find they learn faster, as well as being willing to go the extra mile for customers.
2. Keep those agents happy
A satisfied contact center workforce will lead to satisfied customers. Provide opportunities for growth as well as regular recognition in order to keep your employees happy. By creating a positive and happy environment for the workplace, your employees will mirror that feeling when dealing with customers, generating a positive experience for both parties.
3. Promote customer loyalty
Train your agents to do what it takes to create not just satisfied customers, but loyal customers. Loyal customers are much more likely to spread the word about your company, buy from you often, and even to forgive your occasional mistakes. This is one of the best customer service tips since it promotes a positive relationship between your company and your customers.
4. Lead from the top
Company management must lead by example, demonstrating that customer service is at the very core of the business. This attitude will then trickle down into every aspect of the company, so that it’s obvious to customers, as well.
5. Listen to your customers and your workforce
Really listen to what both these groups have to say – they’re the lifeblood of your contact center. And once you’ve listened, take action. Don’t hesitate to provide communication skills training to your employees and for those helping to lead your company to ensure everyone has a well-rounded understanding.
6. Welcome complaints
Complaints are the best way to find out what is and isn’t working for your contact center. They are basically a form of free market research! Just be sure that you take action to resolve complaints, and to make changes so that the same ones don’t crop up over and over again. Again, this should be covered in your communication skills training.
7. View your processes through a customer’s eyes
And while you’re at it, take a look at them through your workforce’s eyes, as well. What can be improved or streamlined to make the experience better?
8. Strategize carefully
Any action plans that are created solely to cut costs will probably not do much for the level of customer service in your contact center. Make sure that all changes and action plans are part of an overall strategy to improve service, even when taking things like cost-cutting into consideration.
9. Measure performance
Keep an eye on customers’ perception of your level of customer service – that’s the only barometer that really matters when it comes to building a reputation.
10. Tell the world about your reputation!
Once you have ascertained that you have indeed made a name for yourself as a contact center with high levels of customer service, then don’t be shy – spread the word! Brag about it via social media, promote it in all your marketing materials – you could even make it the cornerstone of your advertising campaigns!
Building a reputation for great customer service isn’t hard – it just requires a strategy that puts customer service above all else in your contact center. Doing so will ensure that sooner or later, you’ll be known for your amazing service, which is sure to bring in even more customers eager to experience it for themselves.
Here at KOVA, we want to help you deliver great customer service for all ages. Contact us today so we can help you tailor your contact center’s customer service experience.
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