7 Call Center Tactics, Critical To Outperforming The Competition

Call Center Tactics

Outperforming the competition requires critical, tactical steps in your call center.  There are a number of ways that you can train your employees to beat your competitors.  Examine the list of call center tactics that will offer results for outperforming your competition:

[step_graphics style=”2″ color=”#0d499b”][step style=”2″ text=”1″ headline=”Train%20your%20call%20center%20staff%20in%20customer%20empathy”]%3Cp%3EIt%20is%20important%20that%20when%20you%20train%20your%20staff%20in%20customer%20empathy%2C%20you%20teach%20active%20listening.%20This%20will%20help%20your%20reps%20hear%20the%20true%20desire%20of%20the%20customer.%20%20Passive%20listening%20is%20common%3B%20it%20occurs%20when%20your%20rep%20focuses%20on%20what%20he%20or%20she%20might%20say%20next%2C%20ignoring%20words%20and%20tone%2C%20describing%20the%20customer’s%20needs%20when%20the%20customer%20is%20talking.%20%20Active%20listening%20is%20key%20to%20empathizing.%3C%2Fp%3E%0A[/step][step style=”2″ text=”2″ headline=”Use%20personal%20language%20to%20correct%20mistakes”]%3Cp%3EOwn%20it!%20%20This%20is%20a%20very%20important%20step%20in%20preparing%20to%20outperform%20the%20competition.%20%20%20Let’s%20face%20it%2C%20mistakes%20are%20inevitable.%20%20It%20is%20a%20challenge%20to%20correct%20mistakes%20with%20humility%20and%20sincerity.%20%20The%20best%20way%20to%20conquer%20them%20is%20to%20own%20them%2C%20be%20humble%20and%20sincere.%20%20This%20form%20of%20ownership%20will%20convey%20genuine%20concern%20to%20the%20customer%2C%20which%20may%20be%20exactly%20what%20is%20necessary%20to%20win%20the%20customer%20forever!%3C%2Fp%3E%0A[/step][step style=”2″ text=”3″ headline=”Increase%20the%20number%20of%20first-contact%20resolutions”]%3Cp%3EBe%20strategic.%20%20Teach%20your%20call%20center%20staff%20how%20to%20recognize%20what%20problems%20are%20reparable%20and%20what%20problems%20require%20empathic%20understanding.%20%20Sometimes%2C%20customers%20have%20legitimate%20complaints.%20%20Other%20times%2C%20they%20call%20to%20complain.%20%20Get%20the%20difference%3F%20%20Your%20staff%20will%20have%20greater%20success%20when%20they%20learn%20how%20to%20distinguish%20between%20complaints%20and%20complainers.%20%20The%20idea%20is%20to%20keep%20the%20customer%20for%20life%2C%20if%20possible.%20%3C%2Fp%3E%0A[/step][step style=”2″ text=”4″ headline=”Role-playing%20increases%20your%20chances%20of%20receiving%20consistent%20results”]%3Cp%3EIf%20your%20call%20center%20reps%20are%20working%20off%20of%20a%20script%2C%20chances%20are%20they%20will%20be%20saying%20what%20you%20want%20them%20to%20say.%20%20If%20the%20script%20is%20well-written%2C%20your%20results%20will%20reflect%20it.%20%20If%20you%20have%20a%20script%2C%20but%20don’t%20insist%20on%20its%20use%2C%20chances%20are%20good%20that%20desired%20results%20will%20be%20inconsistent.%20%20And%2C%20even%20if%20you%20have%20a%20solid%20script%20for%20your%20reps%2C%20and%20don’t%20require%20them%20to%20use%20it%2C%20marginal%20results%20will%20continue.%20%20It%20does%20little%20to%20no%20good%20to%20have%20a%20script%20if%20it%20isn’t%20utilized.%20%20If%20your%20reps%20memorize%20the%20script%20like%20they%20are%20acting%20in%20roles%20on%20a%20movie%20set%20in%20Hollywood%20(like%20their%20livelihoods%20depend%20on%20it)%2C%20success%20is%20leveraged.%20%20They%20must%20memorize%20the%20script%20so%20that%20the%20words%20will%20flow%20naturally%20when%20they%20use%20them.%20%20Reading%20directly%20from%20the%20script%20is%20a%20no-no.%3C%2Fp%3E%0A[/step][step style=”2″ text=”5″ headline=”Balance%20your%20instincts”]%3Cp%3EFind%20the%20balance%20between%20managing%20people%20and%20metrics.%20%20Treat%20others%20how%20you%20want%20to%20be%20treated.%20%20Be%20respectful.%20%20And%2C%20hit%20the%20numbers!%20%20It’s%20a%20matter%20of%20being%20efficient%20and%20effective%20while%20keeping%20the%20customer’s%20best%20interest%20in%20mind%20and%20your%20call%20center%20reps’%20numbers%20high%20and%20out%20of%20sight!%20%20Maintaining%20this%20perspective%20for%20each%20customer%20will%20go%20along%20way%20toward%20ensuring%20a%20positive%20experience%20for%20the%20customer%2C%20and%20your%20reps%20might%20have%20fun%20doing%20it%2C%20too.%3C%2Fp%3E%0A[/step][step style=”2″ text=”6″ headline=”Hire%20the%20best%20candidate%20for%20the%20job”]%3Cp%3EToo%20many%20managers%20make%20the%20mistake%20of%20filling%20seats%20by%20hiring%20poor%20candidates.%20%20The%20pressure%20to%20fill%20vacant%20seats%20is%20great.%20%20However%2C%20not%20every%20candidate%20is%20a%20rep.%20%20Develop%20and%20maintain%20a%20pipeline%20of%20candidates%20by%20running%20effective%20ads%2C%20offering%20bonuses%20to%20new%20hires%20who%20are%20referred%20by%20existing%20reps%20(remember%3A%20birds%20of%20a%20feather%20flock%20together)%2C%20and%20terminating%20your%20worse%20performers.%20%20Outperforming%20the%20competition%20by%20maintaining%20an%20aggressive%2C%20hiring%20stance%20is%20critical%20to%20hiring%20the%20best%20available%20talent.%20%20If%20you%20don’t%2C%20your%20competition%20will!%20%20%3C%2Fp%3E%0A[/step][step style=”2″ text=”7″ headline=”Annual%20staff%20turnover%20%3D%2020%25″]%3Cp%3EWhile%20it%20would%20be%20nice%20to%20believe%20you%20can%20keep%20everyone%2C%20you%20shouldn’t.%20%20If%20you%20want%20to%20outperform%20your%20competition%2C%20it%20is%20necessary%20to%20terminate%20your%20poor%20performers%2C%20up%20to%2020%25%20annually.%20%20For%20proper%20balance%20in%20the%20workplace%2C%20it%20is%20important%20for%20your%20call%20center%20staff%20to%20realize%20that%20their%20jobs%20require%20desired%20results%2C%20not%20just%20results.%20%20If%20they%20are%20not%20passionate%20about%20performing%20at%20optimal%20levels%20to%20earn%20maximum%20bonuses%2C%20and%20their%20actions%20are%20leading%20to%20poor%20results%2C%20begin%20termination%20procedures.%20%20Write%20them%20up!%20%20%22Verbal%2C%20written%2C%20written%22%20or%20whatever%20your%20company%20protocol%20is%20for%20disciplinary%20action.%20%20Make%20sure%20your%20policies%20and%20procedures%20are%20written%20to%20ensure%20proper%20protocol%20on%20terminating%20a%20rep%20due%20to%20underperformance%20so%20that%20you%20and%20your%20call%20center%20can%20reach%20your%20goals%20and%20outperform%20your%20competition.%3C%2Fp%3E%0A[/step][/step_graphics]

Once you heed the call center tactics you find here, you will be well on your way to outperforming your competition.  These tactics are just a starting point.  Having a comfortable time frame to tactically prepare for outperforming the competition is essential for successful execution of reaching your call center goals.

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To your success!

Greg Meares

PS – Have you taken a look at our premium content?  Serious Call Center professionals have ranked Call Center Best Practices as the #1 Call Center Informational portal membership.  Learn more here

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About the Author: Greg Meares

As a Sr. Consultant for Performance Connections, Inc., Greg's primary objective is to provide value to organizations that are focused on raising brand awareness. Additionally Greg works on improving the customer experience, through business process re-engineering, and call center best practices. Greg is an industry expert and is often called upon to provide his analysis and solution oriented approach to improving performance in the BPO and Call Center industry.

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