The performance of your agents in your call center is where customer loyalty is won and lost. It is always about keeping a customer through selling a belief that the customer is receiving value. The customer experience requires attention to detail. More specifically, the interactions/conversations (words and tones) between agents and customers ultimately matter to your bottom line. In a nutshell, what is literally stated between your agents and customers, more than the information communicated through social media (at this time), is what drives your call center business.
As a call center supervisor or manager, what are the most effective components of communication to impact agent performance and customer experience?
[step_graphics style=”3″ color=”#ed2c2c”][step style=”3″ text=”1″ headline=”Clear%20Communication”]%3Cp%3EBy%20speaking%20clearly%20about%20your%20expectations%20of%20agent%20performance%2C%20you%20are%20accurately%20instructing%20how%20you%20want%20your%20agents%20to%20service%20customers.%20%20Clarification%20is%20a%20key%20component%20to%20winning%20customer%20loyalty.%20%20It%20is%20the%20measurable%20feature%20of%20call%20center%20customer%20service.%20%20Being%20able%20to%20articulate%20clearly%20what%20is%20necessary%20to%20do%20the%20job%20well%20takes%20away%20any%20unnecessary%20ambiguity%20that%20could%20cause%20confusion.%20%20Thus%2C%20use%20it%20wisely%2C%20as%20this%20is%20an%20area%20that%20requires%20great%20consideration%20as%20to%20training%20your%20managers%20and%20agents%20on%20how%20you%20want%20the%20call%20center%20to%20succeed.%3C%2Fp%3E%0A[/step][step style=”3″ text=”2″ headline=”Concise%20Communication”]%3Cp%3EConcise%2C%20customer%20service%20provides%20laser-like%20focus%20to%20the%20customers.%20%20Training%20your%20call%20center%20staff%20to%20be%20concise%20in%20nature%20adds%20a%20component%20of%20efficiency.%20%20An%20attitude%20of%20providing%20what%20is%20necessary%2C%20with%20a%20measure%20of%20deftness%2C%20is%20a%20finesse%20component%20of%20agent%20performance%20that%20keeps%20your%20agents%20on-point.%20%20Rapport%20is%20important%3B%20the%20best%20agents%20balance%20rapport%20building%20with%20succinct%20service.%3C%2Fp%3E%0A[/step][step style=”3″ text=”3″ headline=”Immediate%20Communication”]%3Cp%3EImmediacy%20is%20the%20key%20to%20excellent%2C%20customer%20service.%20%20Being%20immediate%20in%20training%20and%20support%20means%20that%20your%20staff%20needs%20feedback%20from%20you%20as%20quickly%20as%20possible.%20%20With%20an%20up-tempo%20mentality%2C%20you%20can%20lead%20by%20example%20through%20responding%20to%20staff%20and%20customer%20service%20needs%20concurrently.%20%20Setting%20the%20pace%20of%20prompt%20responses%20from%20management-to-staff%20and%20agents-to-customers%20creates%20an%20electric%20environment%20that%20keeps%20your%20call%20center%20culture%20fresh%2C%20stimulating%20and%20energetic.%3C%2Fp%3E%0A[/step][step style=”3″ text=”4″ headline=”Specific%20Communication”]%3Cp%3ESpecificity%20is%20slightly%20different%20than%20the%20aforementioned%20clarity%20of%20expectations.%20%20With%20specificity%2C%20the%20service%20is%20in%20the%20details.%20%20Specificity%20is%20vital%20to%20the%20accuracy%20of%20expectations.%20%20If%20expectations%20of%20the%20customer%20aren%E2%80%99t%20met%20on%20a%20first%20call%2C%20chances%20are%20the%20agent%20didn%E2%80%99t%20understand%20the%20customer%E2%80%99s%20complaint.%20%20In%20order%20to%20respond%20well%20with%20high%20FCR%20(First%20Call%20Resolution)%20success%2C%20agents%20must%20engage%20acutely%20with%20customers%20to%20seek%20specific%20understanding%20of%20the%20complaint.%20%20By%20agents%20using%20reflection%20as%20a%20technique%2C%20they%20will%20be%20able%20to%20specifically%20understand%20customer%20complaints.%20%20Therefore%2C%20from%3Cbr%2F%3E%0Asupervisor%20to%20agents%2C%20specifics%20customer%20satisfaction.%3C%2Fp%3E%0A[/step][/step_graphics]
Clear, concise, immediate and specific communication through out your call center creates a climate that is ripe for effective, customer service. By conducting business in this manner, you can insist on compliance without hypocrisy. Furthermore, you will be more efficient and effective in managing all metrics of your call center. Subscribing to a streamlined approach of communication in your call center will give you the time and energy to respond to each of your customers, including your managers and agents. After all, remember that you want to win them over. They are your customers, too.
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To Your Success,