7 Effective Call Center Strategies for Better Performance
Call centers play a vital role in providing great customer experience regularly. Some of the leading call centers or market research firms concentrate only on providing the premium quality service to customers. As per the market surveys, Customer Service Professionals (CSPs) tops the list of quality service.
However, it is observed that customers are more knowledgeable about the products and prefer interacting with Customer Service Professionals, who have good communication skills and can resolve their issues efficiently.
To cater to their needs, a skill able expert is required that can run the process smoothly. If you are a professional or a BPO owner who wants to improve the call center performance, here is a blog post that lists seven effective strategies that are worth the consideration.
Take a look.
Groom customer service professionals
Young prospective candidates should be hired at the beginning, as they can be trained to be the best. Before hiring, it is important to gauge candidate’s emotional quotient because later it can impact his/her job performance. In addition, Customer Service Professionals should be motivated through good incentives and benefits, so that they can work passionately.
Pay attention to training methodologies
It is observed that new agents or even professionals face a lot of challenges when they are welcomed on board. There are plenty of reasons behind it such as outdated coaching methodologies and a lack of communication between trainers and managers. Therefore, it is advisable to focus on these areas and teach the trainers in order to enhance their performance.
Teach them the significance of multi-tasking
Multi-tasking is one of the most important skills that are required in most of the jobs nowadays. The job not only requires calling at one time but also some other activities like data input and reference materials for answering customer query, along with interpersonal and communication skills at the same time. The process of teaching such aspects should involve an integrated approach. Technical and soft skills should not be taught separately. To provide the best customer service, the training should be done on how to efficiently handle a call.
Implement robust CRM
CRM or Customer Relationship Management is not just about automating business processes, it is basically a culture within an organization that focuses on providing best-in-class customer service. Implementing robust CRM benefits agents with access to the customer’s history.
According to Forrester Research, around 66% enterprise organizations have implemented CRM.
Eliminate abandoned calls
Customers hate it when their call is not answered or when agents do not resolve their issue. And this directly impacts customer satisfaction. For customers, who are requested to wait till Customer Service Professional (CSP), a call-back option should be provided. As per Benchmark Portal Study – “Even if a caller satisfaction increases by just 1%, then a call center improves its customer satisfaction by 3.5%”.
Intelligently Use Technology
This is one of the most effective changes that every call center should implement. A call center has a potential to satisfy customers and reduce the expenses of an organization. Doing so help the organization to build a good reputation in the market. Technologies such as speed recognition, advanced routing, courtesy call backs and cloud should be used to improve the first call resolution rates and reduce cost per call.
Streamline the processes
Nowadays, call centers use multi-channel avenues to interact with the customers. They use various tools for resolving simple and complex tasks. As customers, simple queries can be easily managed by professionals and for a fast redressal of queries, customers should be given self-help tools. Additionally, complex queries should be solved by only well-experienced professionals. The sole objective should be improving the first call resolution rates. By following these strategies of separating tasks can help companies in making the apt use of resources and minimize operational costs.
Final Few Words
There are numerous aspects of a call center that are hidden from the customer. When it comes to exceptional customer service, there are plenty of things that should be perfect, be it language, communication skills, and decision-making power. Besides, the above-mentioned strategies can be helpful for improving the operational performance of a call center. So, call centers or reputed market research firms should adopt the above-mentioned strategies in order to enhance the operational performance.