Excellence is something that all top-performing companies accept as integral in the strategy for keeping up with and potentially surpassing their competition. It is key for operational excellence to be ingrained in the company culture, particularly at contact centers where the importance of providing quality customer care has never been more important.
Lowering Attrition Rates
There has been a lot of talk across many industries about the skills gap today and customer service is no exception. The longer an employee stays in a customer service position, the more skills they build. Tenured employees have a knowledge bank that is extremely valuable to companies of all types, which is why keeping attrition rates low is part of the strategy for attaining operational excellence. The customer service industry is notorious for its high turnover, but some contact centers have made it a priority to implement necessary practices to improve agent turnover rates.
Part of improving turnover begins with the pure enjoyment of the job. Walk on any floor of a successful contact center and you will see employees interacting with each other, joking and laughing and enjoying their time at work. They become something akin to family, but this only happens when leadership truly values its employees, even the new hires who are still learning the ropes.
Contact centers with rewards and incentive programs will also promote from within, which gives employees something to strive for. The result is better interactions with customers.
Continuous Operational Improvement
Outsourcing customer service needs to a professional that takes the time to get to know their clients is another way to pursue operational excellence. Every client is different and it’s the job of the contact center to get familiar with the company culture of each brand. This is the only way they can develop better relationships with the customers.
Building trust in relationships is one of the more difficult things to establish, but when you outsource to the right contact center, relationships are prioritized. When company leaders see the amount of effort put forth by the contact center to build a relationship with them, they see what they are capable of doing when the customer service professionals talk to their customers and they take great comfort in that.
At Protel BPO, we know how important it is to achieve operational excellence and it’s something we extend to all of our clients. We are growing and have the capability to offer the skills of quality agents to our clients whose customers demand exceptional service. Contact us and let’s talk about how we will embrace your company culture so we can provide 100% satisfaction to your customers.