Even the most efficient, capable call center is nothing without great customer service. While call centers should deliver timely, accurate information and many other services, the difference between an average contact center and a top-tier call center platform usually comes down to customer service.
How can your call center improve critical customer service initiatives immediately?
- Speak less, listen more. Make it about the customer – because IT IS about the customer! Whether your clients want to know about a recent recall or reschedule an appointment, ensure your agents always listen to the customer’s requirements before offering a solution. As part of TeleDirect’s effective inbound call center solutions, we have professional agents to keep your customer’s needs front and center!
- Take training seriously. In other words, great customer service starts with a commitment with every agent…and that means thorough training on how to deliver customer service. Particularly in times of crisis – as the COVID-19 pandemic has shown – the ability to connect remotely goes a long way toward exceptional customer service.
- Personalize the customer service experience. Your customers aren’t simply another number or entity on a spreadsheet – they’re looking for common courtesy just like everyone else. Create emotional connections. Offer empathy. Treat your customers as they are…the literal lifeline of your business!
- Analyze customer service efforts. Does your call center include intuitive feedback & surveys? Without this important element in place, many of your efforts to improve customer service are wild throws at a dartboard. Focus your customer service efforts with a robust feedback system to perfect customer service!
- Keep the lines of communication open. Scheduled callbacks are a great way to promote a steady stream of communication with your clients. Other outreach efforts let your customers know they’re still on your radar, which builds customer loyalty.
Implement these things right away, and boost your customer service ASAP. For more assistance with your call center, fill out our TeleDirect’s customer contact form or call us at (800) 776-1081. Thanks for visiting TeleDirect!
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Smitha serves as the CEO and CFO of TeleDirect, a premier 24/7/365 call center recognized among the Top 5 Call Centers by Forbes.com. A licensed CPA since 2007 through the California Board of Accountancy, Smitha brings over 20 years of expertise in business and finance to her leadership role.
As a results-driven executive, Smitha has a proven track record of driving profitability, fostering growth, and enhancing operational efficiency. Her strategic vision has not only improved customer satisfaction but also elevated employee engagement, creating a culture of excellence at TeleDirect. Smitha’s deep expertise in financial analysis and planning empowers her to develop innovative solutions that align the needs of clients, employees, and stakeholders.
Passionate about building lasting relationships and delivering exceptional results, Smitha remains dedicated to leading TeleDirect in setting industry benchmarks for quality and service.
