Upwork is a premier freelancing website for business worldwide looking to hire and work with talented, independent professionals.
Customers are demanding now more than ever. We live in a world that is a slave to the "we want it now" culture and customer service support centers that refuse to adapt are being left in the dust.
If you are looking for a proactive approach to improving your customer service, it starts with investing in the right software. Statistics show that the cost of bad service can be significant and call centers that want to be successful need to be able deliver the exceptional customer experience that is expected of them.
Being a call center agent is not an easy job. Responding to customer requests and complaints requires skills and expertise to solve a problem in a quick and effective manner.
But how do we empower call center agents to create an amazing customer experience?
What is the best way to ensure that customers are delighted by their service experience? Is it tracking KPI’s like AHT or FCR? To be sure, metrics are an important component to managing a well-functioning call center. But beyond and between the numbers, how do you create a customer experience that truly makes the customer feel engaged and valued? The answer is in the quality of agent-to-customer interactions as a whole.
Do we learn the same way we did 50 years ago? Biologically maybe. But the way we learn has drastically changed in the last half-century. Technology being the main catalyst for this generational learning curve.
Live chat should no longer be an innovative support channel. It’s a must. Live support gives clients the chance to receive immediate answers to their questions, without having to wait 24-48 hours.
Which call center doesn’t strive for quality? Step one to call center quality and stellar customer service starts with quality call center staff. A well built onboarding program is one of many the tools to go about achieving uniform quality and great customer service.
While the turnover rate in call centers is high, with just over one in four employees leaving their call center positions each year, a successful onboarding program can increase employee retention rates by up to 25%. Not too shabby.
Quality assurance and monitoring is a tough job. However, it's a very necessary one. Quality monitoring is what ensures that customer service standards are met and excelled through the use of an adapted set of metrics to measure agents' performance.
But once the data is gathered, what do we do?
How do we analyze it and take action upon it?
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.