You can never be too good at anything; there’s always room for more improvement. The same goes for the customer service performance at your company. Whether your customer satisfaction score is high up there or you score low on your key performance indicator metrics, it’s always best to plan out the next way to make your call center better than it was before.
Contact centers are evolving rapidly, and companies are finding better ways to increase customer satisfaction daily. They’ve gone from call centers with just single communication channels to centers with various channels and impressive call center software. However, having advanced features isn’t enough to achieve better customer service. You need to come up with ways for every customer service agent in your support team to offer high-quality services to clients and service users.
Use the right software.
Your customer care agents will have better performance if the right technology is in place to improve customer experience. It helps to have a call center mobile app in place. The app will be placed on the employee’s mobile device and allow employees to engage customers from anywhere. This is certainly the right way to go if your agents are working remotely.
Also, if you’re working with a dual or multi-channel setup, you should have a dual monitor setup. This way, agents can manage incoming calls whilst also having easy access to the internet when needed, which is helpful if your business also offers live chat.
Try incorporating simulators into the current setup.
Giving your service team training sessions from time to time is the best way to get them ready for real customer interactions. It’s even better if these training sessions come in the form of a PC gaming setup. Your staff will find this both entertaining and informative. You can use a variety of simulations to achieve this. For example, a conversation simulation gaming setup will help staff practice service request dialogue from the comfort of their PCs or mobile phones.
There’s also customer role-play games where staff try to handle angry customers and sticky situations in the best way possible. This way, they’re prepared for challenging clients when they come in contact with them. As an employer or manager, you would know the ultimate gaming setups for your staff based on their performance and job specifications. If you have employees who are also gamers, they’ll have a blast during these training sessions.
Use project management software.
A company can suffer inefficiencies when there’s too many staff in a department or not enough. It’s also a problem if or when the schedules aren’t right. If you have too many staff, you’ll have more shifts and unequal workflow for each staff. On the other hand, if you have less staff, lots of work will be left undone.
Having task management software is a lifesaver in this case. This software can help you predict demand and arrange your employee schedules accordingly. This way, your service team is efficient, and you’re leveraging their full potential. You’ll make your decisions based on accurate data, and you’ll know exactly when to hire more staff or let them go.
Get feedback from your agents.
Having the latest helpdesk software and the essentials to deal with customers and supervise your agents is great, but receiving feedback directly from your agents is necessary. Since they directly communicate with the clients, they’re in the best position to notice areas that need improvement.
Let them know their feedback is not only welcomed but necessary. Create platforms for them to share their suggestions and opinions. These could be in the form of meetings or a teammate’s group chat. You could also make it an open door arrangement where agents are free to give their feedback at any time.