Forget coasting through the holidays – end of year is a great time to get a head start on improving next year’s call center operations.
Here are three easy-to-implement tactics your call center frontline can adopt to improve customer outcomes. Getting them in place before the new year isn’t painful, and it will give you a head start on your New Year’s business resolution (I’d venture to guess it’s some iteration of ‘better, faster, more, cheaper’).
Spoiler alert: It’s all about delivering amazing customer service, which – in many cases – may be the only thing that differentiates a brand, company or organization in the minds of your callers. More importantly, delivering amazing service to your customers automatically improves customer outcomes.
So what can you do, right now? Here’s three easy-to-implement tactics to improve call center customer outcomes:
- Listen to the Customer.
Your customers want to be heard. When engaging with a caller, front line personnel should stop everything they’re doing and focus solely on the customer. They should also repeat and confirm what they’ve heard from the caller.
- Put the Customer First.
Antagonism towards customers is not a sound business model. Front line personnel should always try to view the situation through the customer’s eyes. Since the call center agent serves as their representative in this matter, agents should embrace the idea of helping customers get their desired result. (If you’re wondering about the value of putting the customer first, check out this story about the ten-and-a-half hour Zappos customer service call – a great example of their legendary “wow service,” as they say.)
- Be Fast and Friendly, Not Fast and Furious.
Two of the most common complaints customers share about call center interactions are hold time and rudeness. Putting a customer on hold for long periods without checking back with them almost always aggravates the situation. Get answers for your customers fast, and avoid rudeness or brusqueness. Remember: they are already feeling aggravated at having to call. Agents should treat them – and their time – as if it was their own.
It’s critical to always give customers a great experience, whether it’s at a store counter or via a call center. Shifting to a customer-focused call center operation mentality is one of the easiest ways to make your customer’s day. And if they are smiling at the end of the conversation, chances are they will speak well of your brand, and be much more likely to return.
Isn’t that what you want?