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6 Ways Call Center Management Can Improve Tech Support
The dreaded call to tech support – it’s one that none of us want to make, yet we can’t get to the end goal without their help. If your role is in call center management, you know this trend exists and part of your job is likely to improve the experience or the caller. With a little help from a CIO post, let’s take a look at some tech support strategies that are a must to ensure the quality interaction.
Availability – There is nothing more frustrating for the consumer than trying to reach tech support that isn’t there to help. Long wait times shouldn’t be the norm, but if you’re surprised by an overabundance of callers, bring in more help and offer to call the consumer back as soon as an agent is available.
Communication – While it may have once been the norm to outsource all tech support to an overseas customer service center, consumers still don’t want to talk to an agent who doesn’t speak fluent English. If the agent is great at tech support, get him the language lessons needed or relegate him to only helping customers in his native tongue.
Lose the Script – Why do tech support agents need a script? Yes, there should be protocols in place for certain questions to ask or the right way to begin or end a call, but sticking to a checklist that doesn’t have anything to do with the caller’s problem will just cause frustration and extend the length of the call.
Share the Screen – There’s nothing better to improve the tech support interaction than an agent who can see the problem on the screen. Enabling this capability saves time and confusion and leads to better and faster resolution.
Don’t Hide – Yes, tech support is often the most costly division of the company, but that doesn’t mean you should make it difficult for consumers to find the tech support number. Satisfied customers are those who stay loyal and drive more revenue, so supporting them with quality care is worth the investment.
Clear Terms of Support – It’s your responsibility to ensure customers know how long tech support is free, what is included in the warranty and the options they have after these expire. It’s all part of the quality customer experience.
Whether your role is that of call center management, agent or someone sitting in a higher office, it’s important to understand the DNA of quality tech support and what consumers demand. By following the tips listed here, you’re well on your way to creating a better experience.
Edited by Stefania Viscusi