Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson
Providing a reliable and consistent customer service experience each and every time is the key critical component to meeting and exceeding customer expectations. The last thing you want any call center agents thinking about a call center coaching session is “what have I done wrong now?”. An annual seminar focused on call center training and motivational techniques centered around excellent service delivery and how to reach and maintain superior service standards.
Current and former employees describe how incentive systems at call centres for Rogers, Fido and Bell mean agents can be penalized if they decrease service plans, leading to a culture of “doing as little as possible” for customers. The Operations and Marketing Directors of a large FMCG company asked for my aid in helping them to combat a recent spike in attrition which had increased by 15% over the last year within their Contact Centre.
Providing customer service over the phone can be challenging, but applying best practices can help you provide better service. Start by contacting customers before they have a chance to complain, or even better, before they are aware they have a problem. So, in addition to the more detailed calls that contact centre needs to monitor, it may also be good practice to quickly check the recordings that advisors are leaving customers.
The latest IVR and automated payment solutions allow customers to order products, book holidays, provide utility readings and obtain bank balances without speaking to an agent. Agents should be trained to go out of their way to make sure customers are clear on all the facets of their case so they’re less likely to call again for http://www.youtube.com/v/He1gQlBS7-k more information later.
Have a No PC day once a week so you get to surge over your agents all day. Most of these surveys are done through an IVR, so that advisors have more time to handle the queries of other customers. After a point, you’ll be able to provide exceptional customer service, even when you feel the need to recharge.
If you can do that, your call center trainings—and the quality of your customer service—will continue to improve. It’s when zero customers interact with customer service. Encourage your agents to talk to people in a way that acknowledges their individuality. As for sales agents, remaining friendly and professional after a prospective customer declined your offer might encourage them to contact you in the future.