Ways to Improve Your Virtual Call Center Customer Service Team
June 20, 2012
By Allison Boccamazzo
, TMCnet Web Editor
As virtual call centers are quite dependant on their customer service agents to consistently guarantee customer satisfaction, the process – or even the thought of it – can become quite daunting for some. It’s certainly not an easy task, especially considering how customer service agents are essentially the face – or voice – of the entire operation. Needless to say, it’s vital that call center management ensures that agents are really giving it their all to secure and maintain the reputation of their call center in order to further promote the reputation of their business as a whole.
Here are some nifty tips for improving self-realization practices regarding customer service teams:
- Take a step back and a look around
In other words, evaluate your current culture; one of the most important steps for call center management is to confirm that their customer service agents are ready, willing, and prepared for any type of change. Realizing the need for change is one thing, but implementing it is a entirely different practice.
- Don’t take the hostile route
Give your agents a chance to self-assess their efforts and ask for feedback – the only way you can guarantee success is by working in and promoting an open and communicational environment.
Define and develop a plan for success; not only should agents have individual goals, but team and company goals should be established to further align and drive company success.
- Recognize and give praise to your agents
We all like to be re-assured that we’re performing well – whether we’re on a tight deadline at work or volunteering at a bake sale. This provides a great opportunity for agents to receive a reward for their success, even if it simply saying, “job well done!”
So when it comes down to it, it’s really not all that difficult to ensure that your call center agents are doing the best that they can, and when you allow them to freely express themselves in an open and communicative environment, you’ll find that they will.
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Edited by Jamie Epstein