Customers today want to do business with companies that take customer service seriously. Ensuring every interaction between your brand and your customer service representatives is smooth, helpful and personalized will keep your customers loyal, but failing to invest in high levels of service will do exactly the opposite. Partnering with the right contact center will keep your brand moving in the right direction.
Mistakes happen; it’s just a fact of life. How you handle those mistakes is what makes the difference between achieving return business and losing it. While the majority of customer interactions with a contact center revolve around answering various questions about a product or service, there are sometimes major issues that need to be resolved. Studies show that when a big problem is taken care of, the consumer comes away with a higher opinion of the brand than they had prior to the helpful interaction.
Training Customer Service Reps
One important item that many in-house contact centers fail to do correctly involves their hiring process — they don’t identify the right people for the job. Another misstep is failing to train them correctly. A representative might be a perfect fit for a job involving customer assistance, but if they aren’t given the tools to succeed, they fail to provide quality customer service.
These tools include education and infrastructure such as communication equipment and the various programs required to provide the most pertinent information that leads to a smoother interaction. The best contact centers are those that continue to invest in their infrastructure and adhere to a rigorous training strategy that gives customer service professionals the knowledge to connect with customers in a way that matters.
Focusing on personalization is not new, but it’s definitely more important to customers today. A personalized interaction wins loyalty points with consumers who want to feel like they actually matter to a brand.
Delivering more personalized services involves a variety of focus points, including the following:
- Customer Profiles
Delivering the right kind of customer service hinges on what the representative knows about the person calling in. Customer data should be at the ready so the agent can quickly assess the customer’s profile and make informed decisions.
Customers do not like being held up on the phone for long, which is why automation is important — it can be used to save valuable time, route customers to the right place and also be of use in training and coaching in real time. It’s the foundation for providing more personalized services.
Agents that are eager to assist and express warmth in their communication efforts are perhaps the most important aspect of providing quality customer service.
At Protel BPO, we have focused on providing high levels of personalization in our services, which is much easier to do with agents who express friendliness in their communication. Based in Belize where the population is known for its warmth towards others, we have a quality pool of candidates that is eager to assist. Contact us and let’s talk about our full range of services.