Managing a customer contact center is complex, especially since the pace of work leaves no room for improvisation. Modern telephony technologies make it possible to analyze the difficulties encountered and facilitate the implementation of processes requiring excellent responsiveness, the challenge being to constantly improve your customer service. Discover how with these six (6) solutions to improve your customer service
Develop a quality management program and implement a training plan for your agents.
Modern telephone system administration tools provide you with statistics on the performance of your employees. They give you the number of calls answered per queue per agent and, as a team member, the number of dropped calls per queue. These tools also allow you to access and track the total talk time per agent. By analyzing all this data, you can define a training plan for your teams to improve customer service.
Encourage the commitment and mobilization of your teams.
Because participative management is by far the most effective, don’t hesitate to invite your employees to a joint report. Use the recording function of your telephone exchange, which records the call history for several days. Select the most interesting ones, listen to them with your agents and teach them to identify weaknesses so they can clearly identify and correct them.
Effective complaint management to maximize customer satisfaction
Deal with complaints immediately: You’ll find it easier to handle a dissatisfied customer who notices someone listening to their problem immediately. You can also reduce dissatisfaction by handling more calls and shortening customer wait times: with real-time queue management, you can share calls and balance queues among your employees. Plus, an agent who doesn’t know how to answer a customer can activate muting on their phone, ask for advice or hand it off to a manager.
A smile in your voice and the customer will notice!
It is proven that the caller feels the mood of the caller on the other end of the line. Encourage your agents to be motivated, engaged and happy to represent the company through their phone conversations. You will certainly see an increase in customer satisfaction and therefore also in your employees’ satisfaction.
Make sure that the conditions are in place to make this conversation enjoyable and profitable.
Agents should feel as comfortable as possible when answering customers. Make sure they work in a quiet environment by optimizing the location of substations or room acoustics. Provide them with powerful equipment, headphones and comfortable seating. An agent who works in good conditions works more and produces better quality work.
The agent is the voice of your company.
Through your employee’s voice, you convey your company’s message. The power of persuasion helps generate new sales and retain existing customers. To work comfortably and efficiently, employees must follow an action plan that tells them how to handle calls and improve customer service.
Managing a customer contact center requires responsiveness to challenges. In addition to increasing the convenience and involvement of your employees in your work team, you can rely on various technological tools to make your operations more efficient and enjoyable. The benefits will have a positive effect on your employees and your customers.
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