Customer service isn’t what it used to be, but I don’t mean that in a negative sense. In fact – by nearly every measure – companies are working harder than ever, from training through resolution, to resolve customer issues quickly and to provide a positive customer experience.
Over the last few weeks, I’ve read several roundup articles of predictions for the call center industry – most of which were written end-of-year in 2015. The predictions largely fell into one of two categories: technical or procedural (though there can be some overlap).
The Value of Feedback
First things first: accurate, timely feedback offers tremendous value to both call center front line agents and their employers. Mystery calls – calls where a third party evaluates customer service performance as well as adherence to specific company policies remotely via telephone – are a widely-used practice that let companies keep tabs on agent performance while providing the feedback they need to improve.
I thought I’d take the opportunity to share a few good reads I’ve seen recently on the subject of call centers, customer service and quality assurance.
Inbound call centers are today’s prized lead generator for marketing departments in the know. It’s not even a ‘secret,’ or ‘industry insider knowledge’ – but rather just another avenue for face-time (so to speak) with consumers who have less and less bandwidth for traditional sales methods.
A few months ago, I read a LinkedIn Group post regarding reward programs for front line personnel. The conclusion was that such programs were only marginally effective, at best.
The practice of transitional selling, – which I’ve written about previously in the context of call centers – is widely-employed across virtually every industry.
Let your front line build your bottom line.
Shifting from a customer service- to a sales-oriented call center is not as simple as merely declaring a new policy. It’s a multi-step process that requires revising the way a Company manages recruitment & hiring, internal and external messaging, training, front line communications, accountability and more.