A contact center can have all the latest software and top-of-the-line technology, but none of that matters if you don't have the right agents. A customer's experience with a call center can often be the determining factor when deciding whether or not to continue doing business with a company. This is why hiring quality agents is so essential to meeting your customer's needs and exceeding their expectations.
As millennials begin to overtake baby boomers as the majority of the workforce and consumer market, the desired customer experience is evolving along with them. Companies who are prepared to keep up with the latest customer service trends will be the ones who come out on top in the year ahead and beyond.
Data is the modern language of the call center. From FCR and abandonment rates to average handling time and QWT, acronyms and numbers often tell the story of the customer experience (Okay, I made that last one up just to see if you were paying attention).
But what about the story that the customer himself is ready to tell? Are you prepared to listen to the Voice of the Customer through a well-crafted survey? If so, you may be wondering how to develop call center feedback questions that will inform your practices and improve your service. Well, look no further.
In the world of instant gratification, customer support has become crucial to the success of any company. Customers believe that a business should be able to respond to their queries 24 hours a day, seven days a week. A further 63.9% of consumers believe a company should be available and contactable via messaging applications.
Maybe you’re a seasoned veteran in the call center, but you’re looking to impress a new manager or wow your customers before an upcoming survey blast. Maybe you’re unwrapping your first headset and you want to start off on the right foot with your boss and your customers.
Whatever your motivation, here are some quality tips for call center agents that will make your boss glad he hired you and your customers glad they called.
Let’s take a moment to reflect on the term ‘quality assurance.’
Quality: a degree of excellence as measured against other similar things
Assurance: Confidence or certainty
So what does quality assurance mean in a call center? It means being confident or certain that your call center is achieving excellence. As a call center manager, quality assurance is the axis around which all your call center operations should revolve. If happy customers and a productive workplace are your priorities, then top-notch quality assurance is a must. Here are some quality assurance guidelines for call center managers to ensure measurable excellence.
Your customers are your most precious resource. Handling their needs with care is paramount for sustainable growth of a company brand. From marketing and sales to service and aftercare, knowing how to create a seamless customer experience means your customers won’t slip between the cracks.
Excellent customer service is the lifeblood of a contact center. Every time a customer has a bad interaction with an agent; it hurts their relationship with the brand. So much so that 82% of people say they have stopped doing business with a company because of unsatisfactory service.
If you want to improve the support you are offering your customers, you need to be on the channels where your customers are. This mean that if you customers are Twitterholics, you need to have stellar social media support. If they want to chat to someone before making a purchase, your website needs to support live chat.
Whether your call center is at the top of its game or struggling to reach important KPI’s, reevaluating the way you do things in order to improve is essential to building and maintaining an optimal workforce.
Here are some tips on how to improve quality score in a call center.