Call Center Customer Service Tips for a First-Class Experience
Whichever industry your business is in, your customer service levels matter—a lot. Businesses that offer top-notch customer service and support enjoy better brand awareness and reputation, capture more leads, retain more customers and have overall happier clients. That’s why so many brands invest significant time and effort into their customer service call center.
If you want to make your brand’s customer service call center the best it can be, these 12 insider tips can help you optimize your overall call center experience.
Know Your Customers
To know thyself is the beginning of wisdom. And to know thy customers is the beginning of a better bottom line.
You must always work to recognize the needs of your clients. This is especially true with a customer service call center. Depending on your industry, your clients might have precise requirements. Ideally, your contact center should be able to accommodate them through customized scripts and flexible communication options.
Think Outside the 9-5
Life doesn’t stop when offices shut, and neither should your customer service call center. Your customers must have a place when a question or incident arises after your regular business hours have finished. That’s where a dedicated call center service comes in; they’ll be able to take all of your inbound calls while your staff has some well-deserved time off.
Avoid Long Waits
Timing is everything. Whether your customers are calling with troubleshooting issues, checking on test results or reporting fraud, every second they spend on the phone matters. If they spend ages on hold (or worse, have their call disconnected), they won’t walk away feeling respected or satisfied. That leads to negative word of mouth.
The best way to avoid this? A well-staffed call center.
Escalate When Appropriate
Your agents might be the best in the world, but they aren’t always the right people to handle every situation. Nobody can do that; that’s why call escalation exists. When a call needs to be escalated or transferred to the appropriate department or service, your agents need to know the correct time and protocol to do so. This will help your customer reach a resolution sooner.
Remain On Brand
Your brand is a personality of its own. When your call center doesn’t match that voice, it creates confusion for your consumers. That’s why one of our biggest customer service call center tips is to always consider branding. You can accomplish this by developing customized scripts and verbiage points with your BPO team.
Ask for Feedback
If you’re not reading reviews and asking for consumer feedback, you could be missing big gaps in your business strategy. It’s important to know where your weaker points are in terms of your customer service, and the best way to determine that is from the source: your clients. A BPO call center can provide you with customer satisfaction survey solutions to help.
Set Accurate Expectations
Sometimes, long hold or processing times are inevitable. While these situations are challenging for you and your customers, they can’t be avoided. To ensure the best outcome during these situations, it’s ideal to set honest and accurate timelines for your customers and update them if anything changes. This leads to more satisfied customers—who trust you.
Converse, Don’t Lecture
Whether your agents are inbound or outbound, they must be great communicators who can listen and ask helpful questions, not just speak and inform. When a customer doesn’t feel heard, it leads to frustration and an overall poor experience.
Your agents speak with dozens of customers about all sorts of cases over the course of a shift. The details of each of these cases are unique and may be complex. In order to give the best call center experience, we recommend taking detailed notes on what clients say during each call. It will help create a smoother experience where your customer knows they are being listened to.
Pay Attention to KPIs
Key performance indicators, or KPIs, are tangible ways to measure how your call center performs. They can tell you everything from how many of your calls are disconnected to average wait time to sales per agent. Tracking these KPIs can help you fill important gaps in.
Your team may be filled with jacks of all trades, but that doesn’t mean all of their skills must be stacked in one place. All too often, workers are expected to handle phone calls, customer support and other forms of communication, all on top of their hired job. We think it’s better to spread that responsibility by having a dedicated staff of live agents and customer service experts—a service like TeleDirect makes that easy and affordable!
Go with the Pros
To create a first-class customer service call center for your business, there’s only one way to succeed: Go with the pros! They have the expertise and years experience to ensure that you are offering top-notch communication, security and support to your customers every time.At TeleDirect, we’ve been in the business for over 20 years and support a range of industries across the country. We’re ready to help you create the best possible call center experience for your customers! Contact (800) 776-1081 today to see how TeleDirect can help your business—we can’t wait to help you grow.
Smitha is the CEO and CFO of TeleDirect. As the CEO of TeleDirect, Smitha is responsible for running all facets of the business and has a proven executive management track record. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. With more than 15 years of experience in business, finance and accounting, Smitha is also responsible for implementing financial controls and processes. She is also responsible for organizational improvements and streamlining business operations that drive growth, increase efficiency, and bottom-line profit.