Hello, my name is Pamela Flowers. I am very glad you have found my website focused on HR. I have always felt that HR departments get a bad reputation. There are some HR departments that make life difficult for the workforce, but this doesn't have to be the case. I have stayed abreast on the changing world of HR and it is really amazing how some HR departments are training employees and the creative ways that they recognize the achievements of these employees. So in defense of HR, I have decided to create a blog that covers all the great work they often do.
Keeping your customers happy is just as important as any other aspect of running your inbound call center. And even if your customer satisfaction ratings are high, there is always room for improvement. Here are a few things you can do to improve your inbound call center's overall customer satisfaction ratings.
Make Ongoing Training a Priority
One effective way to improve your inbound call center's customer satisfaction ratings is to make ongoing training a priority. Simply put, new hire training is not enough to empower your employees to do a stellar job when working with your customers. After some time, employees are apt to forget most of what they learned in their initial training classes.
Not only should your call center agents be trained on a regular basis, but your managers and quality assurance team members should too. The training should be designed to teach your employees new skills as they grow within their positions, as well as refresh them about the skills and information they learned in their initial training classes.
Schedule hour-long training sessions for each of your employees once a month or so to ensure that they're kept up to date on the latest customer service tools and techniques and that they make customer service a priority while they work.
Empower Your Customer Service Agents
It's also important to empower your employees by letting them have some control over how they do their jobs. Instead of handing them scripts that have to be read verbatim when talking to customers on the phone, offer them a script as a guideline and let them decide exactly how to communicate with customers as long as their techniques stay within your company guidelines overall.
And instead of assigning employees lunch hours and break periods, post available times on the wall and let everyone claim their own break times based on their specific needs and preferences. Giving your employees some power over their work days will provide them with peace of mind in knowing that they're trusted to do the right thing and should encourage them to always do their best to earn the power and freedom that they're given.
Invest in a Real Time Scoring Platform
One of the best ways to make sure that your customers are satisfied when contacting your inbound call center is to invest in and implement a real-time inbound call scoring platform into your business model. This will allow your quality assurance team to monitor customer phone calls and score how customer service agents perform in real time so they can be coached immediately if necessary.
If a customer service agent is giving out incorrect information or being rude to customers on the phone, it's better to know right away so the problem can be corrected rather than wait weeks for recorded calls to be monitored and scored before the problem is even noticed, let alone addressed. And your employees will appreciate being able to use just one platform to record, store, and manage call scoring records as time goes on.
Share25 April 2019
