To improve the quality of a company’s call center, it is important to consider the B2B or B2C audience that staff serve. Investing in the latest software tools and providing ongoing training will reaffirm core values and elevate employees’ abilities to meet unique challenges and experiment with ecosystems.
Below is a panel of seven experts from Fast Company Board of Directors shares his top tips for increasing success rates and customer satisfaction through the enterprise call center.
1. PROVIDE ADEQUATE TRAINING.
Going beyond traditional workforce optimization and investing in contact center automation is critical to your success. Additionally, leaders should ensure that their call center employees are knowledgeable about their areas of expertise to ensure that customer concerns are addressed. In high-risk industries, call center employees should be trained in the situational awareness necessary to respond quickly and effectively to a situation. – Matthew Tengwall, Verint Systems
2. CONSIDER THE EXPERIENCE ECOSYSTEM AND AUDIENCE.
When you think of call centers, you have to think of them as part of a larger experience ecosystem. For example, if it’s a B2B or B2C environment, that’s often the group your customer interacts with, so you need to move from experience management to experience systems. Equip your call center with the right tools and framework and let them do their magic! – Shawn Nasson, MOFI
3. BE SELECTIVE IN THE HIRING PROCESS.
Apply best practices to your selection processes to hire highly qualified employees who are passionate about customer service. Provide comprehensive training and onboarding. Cultivate a coaching culture that promotes continuous learning and opportunities for growth. Communicate with your team consistently by scheduling regular meetings to provide focused coaching and share ideas throughout the improvement process. Employing accessible leaders who welcome feedback is essential. – Breton-Bloch, Federal Navy
4. FOLLOW THE TRENDS.
Audiences (i.e. decision makers) change rapidly during generational change. User expectations have shifted from what used to work for Baby Boomers and Gen Xers, then stopped working with Millennials and are being ignored by Gen Zers. – GoranPaun, ArtVersion
5. ASK A COLLEAGUE.
Talk to someone who is in your industry and has done this successfully. There are so many nuances to setting up a call center, especially if it’s your first time. So you need to get clarification from a trusted peer. – Christopher Tompkins, The green light! Agency
6. INVEST IN TECHNOLOGY.
Invest in contact center software with strong analytics, automation, and omnichannel capabilities, so you can build it vertically. Omnichannel will keep your customers happy, automation will prevent agent burnout, and monitoring analytics will keep you improving. Spend time researching different vendors until you find the best one for your business. – Ruben Yonatan, GetVoIP
7. REITERATE CORE VALUES AND PURPOSE.
It is important to constantly connect each service member to the primary goal, especially during service orientation. Call centers are highly regulated, so employees need to understand the value they provide. Customers should also experience exceptional service. It is quite difficult to manage the trade-off between call center time demands and service, so hire and train people who excel in both areas and manage the trade-off well. – Karl Giuseffi, Talent Plus Inc.