Workforce Management Featured Article
Better Customer Support Starts With Training
Businesses are fighting harder than ever to win over customers, and any issues regarding customer experiences can cause serious issues for brand loyalty. Never has it been more important to understand what aspects of the consumer experience annoy and please customers. The truth is, you can have the best product and dependable services and still miss out on business if customers don’t feel they’re receiving adequate care every time they need help.
To ensure there is always someone ready to serve customers in a way that pleases them, its important to start at the root and train agents on how to meet these demands. It’s not enough to include a packet of dos and don'ts during agent onboarding. In fact, experts believe one-on-one training, focusing on the way an agent learns and new communications tactics, is key.
Another area where businesses are missing the mark is investing in the tools necessary to achieve goals. Answering calls and resolving issues quickly requires strong digital resources to reduce wait times, as well as automation capabilities to assist with productivity. Take a closer look at what you’re asking the team to accomplish, and then make sure they have to tools to do it.
According to Kimberly Zhang writing for Entrepreneur, there’s nothing more important than giving call center agents a chance to get on the other end of the conversation. Role playing and walking through the customer service process from the caller’s perspective can be eye-opening and a great way to also fine-tune issues.
If you’re struggling to reduce churn, and feel your call center isn't delivering the best possible care on every interaction, it may be time to invest in an internal audit to locate the issues preventing your customer experience team from flourishing.
Edited by Luke Bellos
