Most people associate call centres with a negative image – long holds, being bounced from one person to another, agents who cannot speak proper English and so on. In short, most people associate call centres with frustration. However, there are still many call centres that are thriving. If you are in the call centre industry, you need to make your company shine in order to get noticed. Competition is fierce and today, we give you the tools to make you stand out.
Walk the talk
Do not make promises you know you cannot keep. Your customers will surely get angry. If you tell a customer that you will give them a callback, do it at the soonest time. If you say that their problem will be fixed in 24 hours, you better deliver.
Empower your agents
Give your agents the tools to help customers quickly. Get rid of the long call queues and the need for a supervisor’s help in order to solve a simple problem. Train your agents and provide them with information they can easily access when needed.
Open jobs in your community by hiring people locally. Utilize suppliers in your city. Look for partners locally. By doing this, you are helping your community. These are positive points you can feature in your website.
Help your agents succeed
Open opportunities for your agents to advance their careers. Offer them trainings and resources to help them go up their career ladder. If you have openings in upper management, hire internally. You can save money on training. Aside from that, you can be sure about the employee’s capabilities and skills. You know he will be able to perform as expected because he has been trained by the company. By doing this, you will boost employee morale. They will be inspired to become better in their jobs and this will result to greater customer service and lead to happy customers.
Benchmark excellent customer service
If you have excellent employees, share their stories with the rest of the company. You can also use successful brands to teach your employees about great customer service.
Create and encourage customer feedback channels
Reach out to your customers. After a call, your agents can ask one or two questions about their experience. They can rate a problem resolution with a number system.
Open your social media channels to feedback but expect to have negative criticism. Answer negative posts professionally and assure your customers that you are working towards solving the problem. Post updates regularly.
Make good use of your website. Most people go to a company’s website first to write a complaint or feedback. Provide a comments box and make your website user-friendly so that clients can easily reach you.
Opt out of a queue
Let your customers leave a queue by offering them a call back when the next agent becomes available. You will save a lot of time and free up the lines. Your customers will get less frustrated. Never forget about a client.
Fix your business
What is your purpose for putting up a call centre? Most businesses put up a call centre in order to fix minor issues with their clients. If you are getting an overwhelming number of complaints, then you should examine your business and fix it.
Give customers what they want
Listen to what your customers are saying. Most of them make sense. Make use of their suggestions.
Offer simple IVR menus
Simplify the call process to help clients resolve issues quickly.
Invest in technology, training, equipment and people. Constantly strive to become a better company. Ensure your telephone system can handle your requirements. Automated calling and headsets are great tools to save time. If you need to upgrade your current system, it is worth shopping around for quotes to save you more time. A comparison site like www.businesstelephonesystem.org makes this easy.
Promote best practices and set high quality standards in your call centre. You should also strive for industry qualifications.
Set realistic targets
Set standards according to how far your people can reach. Examine your people’s strengths, skills and capabilities. Set achievable performance and sales goals.
Choose your target market wisely
People don’t want to hear sales talk about a product they have no use for. Just randomly targeting customers is bad practice. Avoid getting angry customers on the line by thoroughly researching your target market.
Recruit the right people
You will immediately see if a person will fit perfectly into your company during initial training. Keep the ones who believe in your vision/mission and let go of the ones you know will not mesh well into the corporate environment. They will just cause you problems in the long run.
Examine your weaknesses
Every company has a weakness. Try to pinpoint yours and build an action plan on how to turn this weakness into a strength.
Call only during convenient times
Ask your customers when the best time is to call them. Furthermore, some customers don’t want to be contacted thru phone so make sure to have different avenues available such as SMS or email.
Pump up your security
Prevent fraud by beefing up your security protocols. Trust is a big player in any industry. If customers don’t trust you, say goodbye to sales. Double your security if you are handling credit card and other paying information.
Keep it professional
Eliminate unnecessary noise in the background. Your customers should not hear music, idle chat or any other sound that might distract them while a call is ongoing.
Train your employees well
All agents should be polite, helpful and understanding always. No excuses.