Call Center Management Featured Article
3 Tips for Call Center Management to Improve the Customer Experience
What does your customer service department offer? This may seem like a silly question as the name of the department itself should indicate the offerings. The point of the question, however, is to inspire a deeper look into what your customers need to stay satisfied and how you can blend that into your standard offerings. It’s a question that everyone in call center management should consider.
A recent Skyword post highlights three things your customer service department must have in order to meet the needs of your clients. It’s no longer enough to say that you’ll answer a call within a certain time, follow a customer-centered script or treat the customer like they are your only customer.
As the consumer of today is much more educated and empowered, it will take more to demonstrate that you have their best interests in mind. Let’s take a look at the Skyword list and how it rings true for call center management and the customer service environments for which you are responsible.
Getting the Right People on Your Team
In today’s marketplace, there is little originality. Yes, there is only one iPhone (News - Alert), but Samsung has given Apple a run for its money in the smartphone market. The point is – consumers have choice like never before when it comes to the products they want for their everyday or business lives. What varies considerably is the level of customer care. Consumers want to interact with someone who has the knowledge, the power and the inclination to solve their problem. If you don’t have these people on your team, you’re missing opportunity.
The Personalized Approach
While quite a few articles have been written about the importance of personalization, there is still more that needs to be said. The same informed customer also knows that the technology exists to personalize his or her experience. If call center management isn’t investing in that technology, the message to the customer is bigger than you think and they’re likely to take their business elsewhere.
Offer the Resources
Your customers want access to resources – give them the things that they want and need through the channels they want to use. Guides, FAQs and even online forums are all resources customers will flock to for information, problem resolution and even basic education. Providing such tools can also cut down on the calls that come into the center, helping you trim costs from the bottom line.
While this list is not comprehensive, it does help point to a few areas that could help you improve the customer experience. If you’re not actively thinking in these terms, the competition is ready to welcome your customers.