Excellent communication is the core qualification for customer service agents. For most organizations that strive to personalize their interactions with customers, this means having representatives who are empathetic, good listeners, knowledgeable and kind.
What may be a more surprising trait of every successful customer service agent is that they are happy in their job. When your customer service professionals are happy, they are better equipped to make customers happy.
Training Matters
The best contact centers establish hiring practices that identify candidates with superior communication tools for engaging with customers. And while this is important, training for customer service is just as critical.
Top contact centers invest time and energy in their education programs, arming their agents with knowledge. A simple inconvenience, such as an agent that cannot answer questions, may cause a customer to choose a competitor.
With a focus on training, the best contact centers will ensure their agents are ready to interact with customers before they take that first call. They will also ensure they have the most modern telecommunications equipment at their disposal so calls can be managed more efficiently.
Company Culture
Happy employees are those who are empowered to do their jobs and succeed. These are employees who are engaged with their teams and team leaders. They are knowledgeable and skilled, but also incentivized. This creates a culture of happiness that can provide an increase in customer satisfaction and sales. Also, when the focus is on happiness there is less turnover, which provides many benefits.
Increasingly, nearshore contact centers have received a lot of attention due to cost savings compared to what is spent on U.S.-based contact center services. However, contact centers based in Belize, which is an English-speaking country, provide cost savings as well as a level of customer service that turns consumers into loyal customers.
At Protel BPO, we have embraced the happiness culture that turns our employees into brand ambassadors. Our hiring practices identify candidates who bring the right attributes to this type of work, then we put them through training programs that give them all the information to succeed at their jobs. Finally, we promote from within, which gives employees something to strive for.
Belizeans are known for their warmth and friendliness, which means we have a large pool of candidates ready to make a difference in the satisfaction ratings of your customers. Contact us at Protel BPO and let’s discuss how our approach to happy agents can boost your customer loyalty ratings.
