The job of a call center agent would be easy if all they had were happy customers calling to say how great their service is. Unfortunately, it's not always the case.
A strong call center culture is like creating a family bond. Everyone involved feels happier and more committed to the cause when it’s a tight knit group. If you’ve already set the tone for a strong call center culture and all employees are on board, it becomes an organization that they are proud to represent and work for. Consequently, you’ll experience lower employee turnover rates and sick days.
Customer service doesn't necessarily have to be customized to be great. For some, it can be short and accurate and still be great. However, if customer service needs a boost, customization can help turn a mediocre interaction into a great one and flip the entire experience around.
There are simpler ways and quick fixes to improve productivity for call center agents. These tactics can easily be put in place and don't require a big budget. But most importantly, they all share the same goal of making agents feel more valuable and happier.
The contact center world is a beast that can bring out the best and worst in us. Agents can feel real satisfaction when they hang up the phone knowing they’ve added genuine value, but it can also come with tremendous frustration when they receive screams on the other side of the line.
In a world where the customer becomes ever more important, Average Handling Time (AHT), or the amount of calls handled per hour, is a KPI (key performance indicator) that is becoming increasingly obsolete to measure performance within the call center.
Does your back office feel like they are being left behind? As a supervisor or manager you may not realize you've neglected your back office staff, causing what’s commonly known as back office blues.
Today, customers have more influence and are more powerful than ever before. They are connected and not afraid to express their opinions and share their passions about products and services online. Their massive capacity to influence other customers cannot be ignored.