3 Ultimate Ways to Make Your Contact Centre Work Wonders for Your BrandInk Well Mag January 18, 2016 0 COMMENTS
Hiring a contact centre is a non-negotiable requirement to sustain your business growth. The more your customer base balloons from thousands to millions, the more your company needs to be ready to assist them all 24/7.
But working with another company to meet your growing demands isn’t enough. Just because the other party is now responsible in assisting your customers it doesn’t mean your job ends there. No matter how good the credentials of the call centre are, their agents wouldn’t be effective without your help.
Provide the Essentials
By all means, product knowledge is paramount. Motivating them to deliver best in class service wouldn’t suffice if you don’t help them acquire the skill set they require to assist your customers effectively.
Regular training can certainly help update them with any change and remind them about your best practices. In addition, you must adopt, intuitive tools that can make the lives of your agents easier, thus allowing them to assist your customers efficiently.
Give Sufficient Compensation
Never short-change your agents. Dealing with different types of customers, especially the irate ones, over the phone is no joke. Sure, it’s what they sign up for, but you have to show value in the hard work they do to keep them motivated and satisfied.
There are many ways to express your appreciation, but reasonable compensation is often enough to push them harder and give their work prestige.
Highlight the Importance of Customer Satisfaction
There’s no denying that poor customer service can single-handedly pull your business down. Instead of making agents your merely business representation, turn them into brand ambassadors, as suggested by The Call Centre.
Your customers would judge your company just based on the experience they receive from your agent; so make sure each of your representatives has the right skills and attitude to satisfy your customers.
Choosing the right contact centre to represent your brand is definitely important. Keep in mind, though, that you must effectively help your agents (no matter how good they are), so they can likewise help your customers effectively.