It can be very stressful, to say the least, to work in a call center as an agent. It can be much more so if you're the manager. As manager, you're the one who has to deal with matters your agents can't handle for whatever reason, be it a particularly unpleasant caller or an issue with the call center agents themselves. It's your job to not only make sure everyone is doing their jobs to their best ability, but to see that your call center is a pleasant work environment all around.
When it comes to outsourced call center customer service, there remains a perennial debate over whether a premises-based or virtual approach is the superior staffing model.
OnBrand24, a leading provider of domestic outsourced call center services, has announced the addition of a new “Semi-Dedicated” model to its portfolio of customer service options available to clients. The new service gives companies the specialized skills of dedicated customer service representatives at lower cost.
Hiring new call center customer service agents is an involved process in which job candidates are assessed for offering the right experience, educational and skills qualifications to deliver the customer experience that OnBrand24 inbound services clients expect.
Once the hiring process is completed, the next step is our extensive customer service call center orientation and training process. In fact, new hires don’t actually begin handling inbound phone calls, emails and chats for our clients for several days.
It’s said that you never have a second chance at a first impression. In the cold-calling world of an outbound sales representative, this is typically the case. A first impression with a decision maker, however, doesn’t happen unless you actually reach that decision maker. The Sandler Sales Training methodology instills a protocol in sales representatives providing a framework to follow to bypass gatekeepers, reach decision makers, and convert suspects into paying customers.
Are you a getting tired of reading blog after blog about, Omni-channel Customer Service, Voice Analytics, Measuring FCR, Gamification, etc.? How about if we do a little blocking and tackling for a change and look into true costs for a call center customer service agent.
Enhancing the online customer experience is the focal point for thousands of retail and ecommerce executives and hundreds of exhibitors at the Internet Retailer Conference and Exhibition (IRCE) in Chicago, McCormick Place (West Building), June 2-4.
Retention of call center customer service and lead generation representatives is a critical corporate function and top management priority.
DRIVING SALES THROUGH BETTER CUSTOMER SERVICE:
The truth is that the better the customer experience is, the more your customer service strategy becomes a resource that contributes to profit just like a marketing or advertising strategy. Like a chain reaction, a great customer experience will convert into other assets like repeat business and referral business. It's the quality of that customer experience that will dictate how far this chain reaction can reach.So, does this mean the customer is always right? Before we get into the different ways you can answer this question, we would like to offer you some other, related information and articles that will help develop customer service and this excellent customer experience we are referring to:
We all know what a bad rap customer service gets. But what if you could keep an eye on each customer experience, from the call center to online, to ensure a strong relationship is forged? You can and you should. This important strategy is called customer experience management.
