Four Best Call Center Management Practices

 The typical call center engagement has changed over the years. The average interaction that once required the attention of the live agent can now be handled with a quick website search. The transaction that once required a call can now be completed with a few clicks of the mouse. When a customer finally calls the agent, it means he has a bigger or more unique issue that needs proper attention. That means call center management has a bigger challenge to address.

While not all interactions will be a “last resort” kind of communication, call center management does need to acknowledge that every call represents the opportunity to keep a customer loyal or lose them once and for all. This places a higher value on customer engagement and the skills needed to manage these interactions effectively. A recent Monet Software (News - Alert) blog highlights this challenge and offers some engagement tips on how to turn these engagements into loyalty opportunities.

1. Personalization Counts

No customer wants to feel like just another number. Agents need to address the customer by name and know the details of their most recent transaction. If the agent has to ask too many questions, the customer won’t feel valued.

2. Lazy Responses to Delete

The agent who gives a blatant, “I don’t know” and does nothing else is communicating to the customer that they don’t care enough to learn the answer. There are situations where the agent won’t be in the know, but that’s when they need to find out the answer for the customer. Avoid this one and yes and no answers that can abruptly stop the interaction. Call center management should place a priority on proper interactions.

3. Assumptions – Well, We Know What They Can Do

It’s easy for the agent to assume that once an issue is resolved the customer is satisfied and end the call. Positive experiences come from additional information, checking to be sure the customer doesn’t have another request and even upsell opportunities. All of these enhance the interaction for everyone involved.

4. Offer Self-Service

It never fails to amaze me how many call centers require that you handle a particular request online – even though you’ve already called in. That’s a great way to lose my business. I appreciate that self-service is available, and I do want to know about it. But, don’t push me there in an attempt to avoid dealing with me in person.

To achieve the best outcomes, be sure to hire “people persons” and apply these tips at each interaction. A failure to do so can quickly turn customers away, leaving call center management wondering why call volume is down. 

Edited by Alicia Young