You are a great call center supervisor.
Is this assertion correct? Of course.
How do you know you are a great call center supervisor?
Your customers, your partners, your agents and managers tell you so, right?
No, they don’t! (I hope they do but they don’t. Okay, kinda. ha)
Well, it’s the truth, isn’t it?
You might think so, if you’re asleep at the wheel. But the truth is, you don’t know you’re missing the mark or doing poorly until it’s late in the game. Metrics aren’t the only benchmarks, are they?
How does your call center meet the ever-changing demands of your customers and your staff while pursuing best practices?
Always Pursue First Conversation Resolution
As was mentioned in the last post, a first conversation resolution is the name of the game. Remember, that means you take an all-inclusive approach to meeting the customer where s/he is. If the customer uses social media to initially contact your center, be prepared to resolve the problem as quickly as possible, but be flexible enough to use multiple channels to accomplish the task. Time is of the essence. It is more important to solve the problem quickly than to transfer the customer from one agent to another.
What’s more annoying to a customer than building rapport with one agent, only to be transferred to another agent. Then, begin again, building rapport, only to be transferred again.
You cannot allow it to happen.
Cannot do it.
Anticipate Service Problems
Pinpoint anticipated service problems that customers (yourself as a customer) might experience. Absolutely master call routing to avoid unnecessary call transfers. And, continue to train in order to remain sharp. Best practices requires a high standard of service and the only way to maintain that high standard is to practice it and train for it when it is not being practiced, which is never, essentially. Lol
Seriously, on those calls that can be handled automatically, make sure they are actually handled. Nothing is more damaging to your efforts when an automated service doesn’t do for the customer what it is set up to do. It is a simple concept, but one that must work in the real world. Don’t get complacent; if you are offering any kind of automated customer service, develop and maintain a support system that keeps the automated service provider sharp. Automated service must provide the service it promises always, 24/7, 365.
Why? Because it is what is understood by the customer. If the customer is on your website at 2:00am, and is chatting with the automated chat service that you provided without their consent through a pop-up, it better work. Sometimes, a pop-up is annoying when it is unexpected. So, if it interrupts the efforts of the customer and is unhelpful, shame on the supervisor!
Use Scripts For Basic Training
As a baseline for consistent service, use scripts for basic training. This opinion may differ from others, but establishing a baseline inherently means that a script based on past success and current trends leverages the probability of success for your first-year agents. Now, if you have a seasoned staff of agents, using scripts as teaching tools for concepts (not to be memorized) on how to handle conversations with customers is advantageous. Therefore, role-playing is helpful with veteran agents. It honors their experience and is more practical for immediate application. Be nimble with your training. Leading by example, especially when it respects the maturity of the agents, makes winning over the spirit of the staff more achievable. So, put yourself ‘out there,’ have fun, and lead the role-playing training when appropriate.
The greatest supervisor always keeps one eye on the numbers and one eye on the staff.
- Walk the floor.
- Respond to needs, ‘foreign and domestic.’ Lol, I digress.
- Hit your numbers.
Even though you have trained your managers well, don’t lose a connection with your whole staff. It is vital to your success that in order to keep the peace on your floor, know and understand how to help your agents respond effectively to the dynamic expectations of your customers. Then, you will be considered the greatest supervisor.
I hope this article added clarity. If you found value please use the share buttons above, and if you have a comment, question or feedback, please use the comment section below.
To Your Success,
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