Call centres are busy places. They often incorporate upwards of 20 or more employees in an environment that is noise-filled and full of energy. In many cases, this can be great for business. The more enthusiasm in the air, the more motivated phone agents will be to contact leads and make sales. Then again, the atmosphere of a busy call centre can provide many customer service representatives with overwhelming feelings of pressure.
No one said working on the phone was easy. At least, no one should. It’s a tough job to be a telemarketer. It requires a lot of patience and persistence. But, most of all, it requires a very pleasant and professional attitude. When a phone agent allows him/herself to get frustrated to that point that it can be heard during his/her calls, it will inevitably paint a poor picture of your business.
Providing reps with adequate tips and advice to improve their customer service, therefore, is a constant task of a call centre manager. Here are five ways to improve customer service at your call centre:
1. Hire intelligently. To be fair, running a call centre that is known for its excellent customer service really does begin with the hiring process. Just because you may need a lot of people to fill seats, it doesn’t mean you should be hiring just anyone off the streets. Call centre reps need to be people persons. Assess the personalities, not just the experience or skill sets, had by the candidates applying to work in your call centre.
2. Train appropriately. There’s no good reason to rush your new hires on the phones. Some call centres implement training programs that take upwards of a week or two before any actual calls are made. It’s smart to take the necessary time with your new hires to ensure that they are job-ready. That way, you’ll be able to minimize the giving out of incorrect information, the mishandling of customer complaints and other poor attempts at providing customer service.
3. Offer incentives for performance. The call centres that are known for being the most fun to work for are also generally the ones that are the most productive. A fun and productive place to work is usually one that offers incentives for performance. Create teams within your team and come up with weekly and monthly contests that reward them for hitting certain targets like providing the best examples of customer service and making the most sales.
4. Provide regular feedback. Keep in mind that feedback isn’t just telling your reps about all of the mistakes they’re making. It’s of vital importance that you acknowledge jobs well done. A big benefit of providing feedback is the confidence that you instil in your reps by reminding them of how much they’re helping your brand to earn its sterling reputation. Regular pats on the back can go a long way!
5. Give your reps opportunities to make decisions. Firstly, it’s very important to be crystal clear about your customer service polices. Be definitive about what is acceptable and what is not. Then give your team members the ability to make decisions based on the guidelines you’ve given them. If they are given the authority to make certain business choices, such as offering customers goodwill credits, they will feel more empowered, confident and secure in their jobs.
This only helps to improve customer service at your call centre! And, at SIClytics, we believe we have the perfect tools to help you to provide the best customer service possible. Contact us and ask us about our Telemarketing Reporting, Live Call Monitoring and Lead DaFeeder services. They’ve all been known to vastly improve call centre operations. Please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.