If you’re managing a call center, customer care is the name of the game. You’ll undoubtedly have all kinds of targets to meet, and it’s in your interests to make every call a customer care success. How can you make this a reality? Sometimes, customer care is less about focusing on the caller, and more about investing energy in your staff. Here are four ideas on how to improve customer care in your call center.
Service with a smile
Did you know that a smile can be heard on the phone? Picking up the phone with a smile on your face can make your voice sound warmer and friendlier, and encourage the caller to trust you. This all happens subconsciously, without the customer really being aware! It’s a free, easy way to build a connection instantly. With a smile, you can set up in the right way even the most challenging of calls. Train your staff on this simple trick, and you could see customer satisfaction shoot up!
Celebrate your staff
If you want your staff to smile on the phone, you’ve got to give them plenty of reasons to beam off the phone, too. Working in a call center can be energetic, fast-paced, and fun. But it can also be draining and repetitive. Not to mention the exhaustion of dealing with angry customers. Keep spirits high by celebrating your staff regularly. This is how BPOs in the Philippines motivate their employees. They recognize employees achievements monthly, quarterly, and annually, and provide perks that they can enjoy. Your celebration could be as simple as some targeted praise after a perfect call that you overhear. Or you could create a reward system, perhaps where coworkers nominate each other, or based off a leaderboard related to departmental targets.
Create a positive environment
So much of excellent customer service comes down to brilliant representatives. But even if you hire the very best representatives available, if the environment is poor, they will either leave or become disengaged. The culture of the call center should be all about support and positivity. Then these elements will feed into the service provided. Remember, the culture is often dictated by what happens at the top. Think about how senior staff communicate and how they handle challenges. The team will look to them to set the tone for the entire department, so it’s vital they set a shining example. Positivity is everything.
Get the right tools
Making use of the latest tools like Knowledge base software could really boost your call center and make customer service a breeze. Artificial intelligence applications can make life easier for representatives as well as customers. You should also invest in analytics tools which will enable you to track and record statistics relating to calls and customer experience. This can be useful for training, appraisals, and rewards.
It might be possible for some of the processes within the department to be automated completely. For example, you can use RPA tools for real-time automation. This can improve productivity and allow for proactive staff training. Saving time and boosting productivity means benefits for you and your customers. You could even take the bold move of asking your staff what tools might help them better do their job.
Getting call center operations right can be extremely challenging. If you wish to outsource call center services as a business, read this comparison guide first.
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