Call Center QA Featured Article
Steps to Improving the Customer Experience
The customer experience – it’s what the call center should be all about; but it often gets left as an afterthought when key performance indicators are focused on call handling time and number of right contacts in an hour. When customer service forms the foundation for the culture, however, the call center has an opportunity to create a whole new and satisfying experience for the user. 3rd party remote call monitoring often plays a role, offering the organization the opportunity to capture the customer’s experience with a bird’s eye view.
A recent Dennis Snow blog shared a video on four steps to create the culture of customer service excellence. The steps are simple, but they are proven to work. Let’s take a look at Snow’s tips and how they might apply within your environment.
Define the Service Culture
The key here is to identify three things you want customers to say about their experience after interacting with your call center. What three things do you want them to share with people regarding their experience? There are specific behaviors that can lead a customer to say certain things that can result in customer loyalty. When these behaviors are defined, the service culture is created.
Define the Hiring Process
It’s one thing to develop a culture; it’s another support its longevity with the hiring of key players. The right individuals able to perform the optimal behaviors need to be found and brought into the organization so as to spread the desired culture.
Define the Training Process
Whether looking at current employees or hiring new ones, it’s important to train these individuals according to the experience you wish to create. 3rd party remote call monitoring is key to this training process, enabling the capture of good and bad calls to use in coaching and training sessions.
Define Accountability
Putting a new customer service strategy in place is important, but will only work if employees are held accountable according to that strategy. Coaching for excellence is important, but so too is recognition for quality work. If an employee is performing as expected – they should be rewarded. 3rd party remote call monitoring is a great tool to capture and measure performance.
The key to any customer service initiative is not to put a strategy in place that matches the desires of the organization, but instead responds to the voice of the customer.
Edited by Blaise McNamee
