You are continuously seeking out ways to provide better customer service. From retaining great staff to empowering agents, focusing on empathy to speeding up the time to resolution, these are ways to grow loyalty and improve sales. But making it happen in your contact center isn’t easy. Find out how companies like yours are gaining a competitive edge with fantastic customer service through outsourcing to a contact center services provider.
The customer service industry has historically had a high turnover rate. This is a result of a variety of issues, but the overarching problem is that agents often don’t see a path moving forward that includes advancement. There is also an issue regarding wellness benefits and flexible schedules, which leads to employees feeling undervalued.
When you choose to outsource your customer service needs, make sure you choose a contact center that values its employees and has a company culture where happiness in the workplace is truly the focus. Happy agents lead to happy customers.
Consumers today have much higher expectations than they did prior to the pandemic. They don’t want to feel like they’re just a number with the brands they spend money with. To meet those demands, contact centers have to step up their educational programming to empower their agents to deliver.
The most impactful way to empower an agent is to give them the practical tools they need to succeed. From training them in communication to providing them with the information they need to answer any question and providing them with the technology they can use to improve communications, this empowering process yields positive results. It improves everything from agent retention to boosting customer loyalty.
The majority of consumers expect their preferred brands to be empathetic about their situation. Hiring someone without the understanding of how they can convey their empathy in their communications with customers leads to poor customer satisfaction scores and potentially a loss of business.
Empathy can be a difficult quality to teach, so it’s important to choose a contact center partner that knows how to recognize this quality in candidates.
Consumers get frustrated with slow responses to their inquiries. More than 80% of consumers say they want immediate contact when they reach out for assistance. And they want only one touch point, not multiple agents passing them along until their query is finally met with resolution.
All too often, poorly-run contact centers pass the buck from agent to agent or keep customers on hold for extensive periods of time. When you train your agents correctly and provide them with the right telecommunications technology, this becomes a non-issue.
At Protel BPO, we’re setting the trends other contact centers try to follow. Contact us and let’s work together on improving your customer satisfaction scores.