Many companies avoid setting up a contact center for fear of complexity and a lack of understanding of how to execute the activities. However, when a contact center is well prepared, it can set up a business for success. From this division, an organization can receive feedback that will be invaluable for service improvements.
There is an open and direct communication channel with prospects and existing clients seeking all types of information. However, having this open channel to take advantage of opportunities is not enough. Certain practices need to be adopted to guarantee success. Here are three tips that any business can incorporate.
Create A Well-Trained And Led Team With Low Rotation
A contact center is the mouth and ears of an organization. Therefore, it will serve as the first line in customer service and will be a clear representation of the company. It is imperative that the staff be well trained and knowledgeable. However, these individuals must also be well-led and motivated to avoid a large turnover.
One way to build a solid team is to provide consistent training using practical and real-world scenarios. The training should convey the values that the company wishes to portray to the consumer The more practical and real the exercise, the more that the team will understand and absorb.
Make sure to train in small groups and create a knowledge base. The smaller the audience, the greater the chances of openness. This allows employees to feel more comfortable asking questions and participating.
The team’s questions during the training will provide a wealth of valuable information in the construction of protocols and procedures to increase customer service levels. Store these in a place where all involved have access, such as cloud photo storage or other cloud-based solutions. Be sure to also train employees on how to provide quality service and best practices on handling stressful situations that can arise during the workday.
Create A Clear Script
There is no magic formula for structuring or writing a good script. This is because each industry and market has its own needs and specifications. When reviewing organizations with great customer service, there are commonalities that can be replicated. The first is that these businesses present themselves in a trustworthy and respectful way.
It is important that the representative introduce themselves and immediately ask for permission to speak, explaining briefly and concisely the reason for the call. Remember not to force the person to continue the call if he or she does not want to interact. A good cohesive CRM call center software can really help in this area.
Also, verify if the client is interested in the purpose of the contact. Understanding the client’s feelings helps establish rapport and can bring the person closer to the goal. Respond accurately, generating trust and credibility. Once this is done, elaborate on the next step. Never end a call by generating uncertainty. The contact must end by indicating what the company will do for the client next and what actions the person can expect.
Generate a Measurement Systems
One of the keys to guaranteeing the success of all operations is to constantly monitor, measure, and control the performance of the different factors that can influence service levels. For this, it is essential to use productivity and management indicators that gauge these different areas. For example, holding time, call duration, number of answered calls, and the number of calls converted into sales, among other indicators, can help manage efficiency and effectiveness.
An assertive communication with a prospect or current customer by the Contact Center can be decisive in certain processes such as creating a follow-up visit or appointment, generating a sale, or solving an issue with a product or service. However, none of this is possible without some way of measuring these critical areas. Therefore, make sure to establish a baseline, test, measure, and adjust accordingly.