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Five Ways to Motivate Your Agents to be the Best in Their Job


AgentsWith the rise of data science, cryptocurrency, and cloud computing, many industries are currently on the verge of a systemic shift.

As a business owner, you need to be able to adapt to change if you want your business to thrive. That said, there’s one thing that will never go out of style: great customer service.

If you want your customer service to make customers happy on a consistent basis, you have to take the necessary steps to ensure that your agents are motivated enough to be at their best.

It’s not an easy task. For one, being a call center agent is a demanding job. If you don’t give agents enough reasons to stay motivated, your customers and your business are bound to suffer.

Below are tried-and-tested ways to ensure that call center agents are motivated enough to put their best foot forward at all times.

1. Foster a positive working environment

As a business owner, the onus is on you to take the initiative to reinforce the right attitudes and proper mindset among call center employees.

In short, you need to foster a positive working environment.

Sounds like hard work? Perhaps. But if you take the time to interact with every employee (not just agents) and take the steps needed to contribute to a pleasant and friendly environment, then you are well on your way.

After all, as a leader, all agents and managers look up to you for guidance. As a leader, what you do serves as the blueprint which employees will be adhering to.

Of course, it doesn’t hurt to communicate your desire to create a warm and friendly atmosphere to managers and agents. As the business owner, you’ll have many opportunities to do that.

2. Encourage a feedback culture

Forget suggestion boxes and put them where they belong: the dustbin.

To ensure that feedback is always contributing to the improvement of the workplace, you have to encourage a culture or environment where ideas and feedback are freely shared by employees.

In turn, a system where ideas and suggestions can be reviewed quickly by a committee needs to be in place. For optimal results, a reliable feedback loop needs to be implemented as well.

When employees realize that their ideas are being taken seriously, they are more likely to realize that they’re part of the company’s growth and as such will feel more motivated to make contributions.

3. Recognize and reward employees for good performance

Everyone craves recognition for a job well done. Yes, even those who pretend that personal accolades don’t matter to them.

A word of praise, a pat on the back, or a simple complimentary shout out can go a long way into boosting an employee’s morale.

When an employee feels that her contributions are valued and recognized, the behavior that led to the positive feedback is reinforced. It gives the employee something to aspire to.

That said, agents who perform poorly need to be guided as well. But it should be done in private to save them the humiliation.

4. Assign agents a variety of tasks

Agents who are made to do the same tasks over and over again are likely to feel disillusioned and bored by their responsibilities down the line.

This is why agents need to be assigned a variety of tasks to keep them engaged and interested.

Instead of consigning an agent to voice work 100 percent of the time, you can ask them to work on email or web chat or other support responsibilities as well.

5. Promote from within

Employees will feel more motivated to do their best when they know that their hard work could land them a promotion.

After all, promoting from within is one of the best ways to show your agents that you appreciate them for their contributions. It gives them the validation that their talents are an asset to the organization.

In addition, setting up career development programs gives agents the support they need to advance in their career. It gives them a sense of direction and purpose, thus keeping them engaged and motivated.

Key Takeaway:

Every business is bound to face challenges that will make it difficult for employees to stay motivated.

But if you implement the steps above and ask each member of your team to support you in the endeavor, it will only be a matter of time before your business achieves the growth that you’ve been planning for.

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How to Retain a Customer who is about to Quit Doing Business with your Company

Retain a Customer

Retain a CustomerCustomer retention is crucial to the success and survival of any call center business, or any business for that matter.

Does that surprise anybody? Surely not. Without customers, there can be no business.

While customer attrition is sometimes inevitable, every business owner worth her salt needs to adopt a proactive approach in making customers stay.

To bring home the point, here are two important factoids proving why keeping customers should become a priority in your business:

  • Bain & Company study shows that increasing customer retention rates by 5 percent raises profits by 5 to 25 percent.
  • Harvard Business Review reports that “acquiring a new customer is five to 25 times more expensive than retaining an existing one.”

Convinced? Here are the best ways a call center can retain customers who are on the verge of severing their business relationship with your company.

1. Process cancellations through voice channels

Before a call center can retain customers, agents need to be provided opportunities to work their magic.

One good way to do this is to direct the cancellation process through voice channels

While it may cost your company a little to encourage customers to speak with a representative when requesting a cancellation, having the opportunity to convince them to stay can significantly shore up your customer retention efforts.

2. Offer a cheaper option

Some customers choose to cancel their subscription due to money issues. In such cases, the best course of action is to offer a cheaper alternative.

Since there will always be customers, who aren’t aware that there are cheaper plans than the one they’re subscribed to, making the right offer at the point of cancellation is the logical next step.

Once a customer has decided to downgrade their subscription, kindly remind her that she can choose to upgrade anytime — preferably once her financial situation has improved.

If customers are calling in to cancel their subscription because they find the product or service wanting, reps should go the extra mile in helping them resolve their issues with the company.

In cases where they are requesting to cancel so they can switch to a competitor, make it a point to explain why your brand can offer so much more.

3. Offer inconvenienced customers gestures of goodwill

Customers can be impulsive sometimes.

When customers are having a bad day, even the smallest inconvenience where they feel that your company is to blame may cause them to make a rash decision.

Most of the time, a gesture of goodwill — a voucher or a one-off credit — can help dampen their temper, causing them to reconsider if cancelling the service isn’t such a good idea after all.

Of course, it goes without saying that whatever issue the customer may be having should be addressed as soon as possible.

4. Remind customers what they’re giving up

Your call center agents have to remind customers what they’re about to give up when they decide to stop doing business with you.

One great way to do this is to use a spiel, something that goes along the lines of, “Are you sure you want to cancel the service? If you unsubscribe, you will no longer have access to (insert your brand’s best offerings here)…”

If your company is offering loyalty incentives (and it should), the point of cancellation offers a great opportunity to remind customers about their eligibility to special offerings that may be coming their way if they choose to continue doing business with you.

5. Form teams of retention specialists

Setting up a team/s of retention specialists trained to engage customers who are on the verge of quitting is a great strategy to adopt in your customer retention efforts.

Since these specialized reps’ primary focus is to retain customers, they are more likely to become more effective in convincing them to stay.

For better results, a rigorous approach in selecting the best agents for the job has to be adopted (refined “soft skills” is an important qualification to have).

Key Takeaway

Retaining customers poses a lot of challenges for any business. After all, it’s difficult to convince people who appear to have already made up their minds.

But if you adopt the practices mentioned above with a conscious intent to keep customers happy, you are providing customers the best reason not to leave.

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Five Effective Ways of Maintaining Active Listening in the Call

Active Listening Skill

Active Listening SkillActive listening is a critical skill every call center agent needs to hone. By mastering this skill, an agent is highly likely to deliver a positive experience in each customer interaction.

It bears mentioning, however, that active listening goes beyond just hearing and understanding the words coming out of the caller’s mouth.

It’s a dynamic process that requires the agent’s full engagement.

Active listening can be a difficult skill to master, but far from impossible. Here are tips to help call center agents maintain active listening while on the job.

1. Be at the moment

A call center agent needs to give the customer her undivided attention the moment she finishes her standard welcome spiel.

In short, she has to be fully at the moment, not allowing distractions to draw her attention away from what the customer is saying.

Granted, customers go into tangent at times, and might even head towards boring territory.

That, however, is no excuse for agents to get sidetracked. The moment their thoughts start to wander, the agent has to force herself to refocus.

2. Empathize

Knowing how to put yourself in the customer’s shoes comes with the territory when you’re a call center agent. Additionally, empathy is a skill that can help agents focus better on what customers are saying.

This is why it’s essential that agents are trained and often reminded to always understand where the caller is coming from, even when that caller is unreasonable.

Listening is always easier when there’s a genuine desire to help. The same rule applies to conversations between customer and call center agent.

3. Don’t jump to conclusions

Call center agents often handle similar issues on a day to day basis, and doing so may make the job feel repetitive to them.

Because of this tendency, agents may fall into the trap of jumping to conclusions when a customer talks about an issue they’ve heard many times before.

This is a critical error customer service reps need to avoid at all costs.

When listening and talking to customers, agents need to keep an open mind. This ensures that they’re not missing out on critical information and subtle cues that can help them arrive at the best solution.

4. Ask for clarifications when needed

Even the most skilled listener can get confused by what a speaker is saying especially when it comprises many complex or seemingly unrelated ideas.

This is why agents have to be reminded not to shy away from asking for clarifications when something is confusing or unclear.

More often than not, callers will take it as a cue that the rep is listening and genuinely interested in helping out.

That said, agents have to wait for the caller to make a pause before asking for clarifications. Reps can say something along the lines of, “Back up a second, but could you clarify that for me, please?”

5. Master paraphrasing

Paraphrasing is the process of restating what the speaker has said, but in different words and, whenever necessary, in a slightly different context.

It’s an important skill to have because it shows the caller that the agent is paying close attention. It also assures the customer that the agent can fully understand his issue.

Ultimately, paraphrasing, when done well, makes customers feel that their issue is being addressed with a sense of urgency.

Key Takeaway:

In a world becoming even more beset with distractions, it’s starting to feel like active listening is becoming a lost art. Let this not be the case in your call center.

When push comes to shove, active listening is what makes it possible for us humans to make meaningful connections with each other. It goes without saying that the same rule applies to providers and customers.

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How to Put a Call on Hold without Upsetting Your Customers

Bob is on his laptop pounding away on the keyboard, a deadline breathing down his neck. Suddenly, his internet connection stops working.

Seething, Bob gives the internet service’s technical support a call, goes through a cavalcade of voice prompts until finally, he connects with a living, breathing person.

Bob tries to explain his issue calmly, and then the representative tells (not ask) him that he’s putting him on hold.

And so the rep places him on hold without much ceremony. Cue annoying music.

If you were Bob, how would you feel?

Precisely! Poor Bob.

Let’s cut to the chase: customers don’t like being put on hold.

If a representative has no choice in the matter, the least he could do is be professional or nice about it. The customer deserves that courtesy. After all, they’re paying for the service.

How can customer service reps put customers on hold without upsetting them, or at least not too much? Let’s cover all the bases, shall we?

1. What to say before placing customers on hold

Representatives have to talk in a professional yet pleasant voice and use the customer’s name to establish a connection. Use paraphrasing to let customers know that the rep understands the issue.

And when reps need to put the customer on hold, they should ask first and do it nicely. Moreover, they should explain the reason why they have to place the customer on hold.

For example, a representative can tell the customer, “May I place you on hold for a minute or two while I do a quick research on the issue?”

Reps also need to tell the customer that they’ll get back to her in a minute. It goes without saying that that promise has to be kept.

Remember, most customers tend to get frustrated when they get put on hold for more than two minutes. For calling customers, two minutes feel like forever.

2. What to say after placing customers on hold

In getting back to the customer, reps can either thank him for his patience or apologize for putting him on hold.

The latter is more appropriate if the caller was already put on hold more than once or was made to wait for more than a minute (that shouldn’t happen in the first place, but just in case).

If the wait time is too long and the representative is not yet done with what she has to do, she needs to get back to the customer to let him/her know that she hasn’t forgotten about him/her.

But what if a customer doesn’t want to be put on hold? The answer is simple: don’t put the customer on hold unless you need to transfer the call to the right department.

Five things to avoid when putting customers on hold:

  • Interrupting the caller so that he can be put on hold.
  • Putting the customer on hold for more than two minutes.
  • Asking a customer if he can call back (the rep should be the one to call the customer back).
  • Putting the caller on hold too many times.

What’s next?

By following all the steps and tips mentioned above, on-hold times will be less frustrating for customers, which can positively impact customer experience in a big way.

Of course, the contact center has to do some of the heavy liftings as well. The first step is to evaluate the center’s systems and procedures and check which areas may require fixes and improvement.

Once problem areas are detected, necessary fixes and upgrades have to be made as soon as possible.

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Crucial Elements that Make Up a Winning Call Flow

Call Flow

Call FlowYour call center’s call flow management system has a significant bearing on whether clients will be happy with your services after the end of a call.

A call flow, by strict definition, is the roadmap that defines the path of an incoming call. Usually presented by a tree system, it’s a system that represents where the call is routed according to the customer’s specific needs.

That’s why it’s imperative that the necessary measures are taken to ensure that your call flow is structured in such a way that can address clients’ needs at the optimal level.

Here are the crucial elements that make up a winning call flow.

1. Efficient Call Handling

The first few minutes of an inbound call are critical for many reasons. For one, it sets the groundwork for the rest of the call flow. But if the customer is directed to the wrong person right from the get-go, chances are it’s going to get ugly.

You can remedy this by using inbound call control features from your provider. A good call control software uses programmable criteria such as:

  • Geographic origin of the call
  • Customer’s phone number
  • Phone number the customer dials
  • Time of day or day of the week the call is made

2. A Good Call Management Feedback System

A call center organization has to take a proactive approach to improving all areas of its operations, and to pull this off one has to implement a reliable feedback system.

The call management system your contact center uses presents excellent opportunities for spotting opportunities for improving customer service.

By checking on statistics provided by your system, you can spot patterns and trends which you can use to come up with effective solutions to irregularities found in the call flow.

3. Efficient Automated Attendant System

A sophisticated yet efficient automated attendant system is instrumental in maintaining a smooth call flow for all inbound calls.

Not only does the Automated Attendant assist customers to connect with the right department, but it also gives greater flexibility in how they can manage the call.

Better yet, it’s a boon to those who prefer to do things by themselves.

Using the standard touch-tone keypad, customers can find answers to basic questions and resolve non-complex issues by themselves.

When configured well, an automated attendant system can bolster call handling efficiency on many fronts.

4. Total time the customer is on the phone line

An automated attendant is as necessary as it is useful in maintaining a good call flow in inbound calls.

Listening to an automated voice for nearly half a minute every time, however, can take its toll on a customer’s patience. Most customers prefer to speak to a human being right away.

So make sure that you configure your automated attendant system in such a way that it takes less time for customers to go through options.

One excellent strategy is to configure the options according to the frequency of visits.

For example, you assign the number “1” option to customer service since it’s the department that most customers want to connect to.

Key Takeaway:

Take into account the four key elements mentioned above and your call center organization only one way to go but up.

There are no two ways about it: an efficient call flow translates to better customer service.

That’s because good call flow management gives customers better flexibility and a degree of control in managing their calls.

In short, it makes customers happy, which is always a good indicator that your customer service team is doing an excellent job.

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4 Small Changes that Can Have A Huge Impact on Your Call Center Service Level

Call Center Service Level

Call Center Service Level
Service level is a metric that you can use to determine how accessible your company is to your customers.

The metric is defined as the percentage of calls that your team can answer within a predetermined time (or your target threshold).

Simply put, if your company has a poor service level, then that means your customers are waiting for a long time on the phone before your agents pick up — this could either be because there are far too many incoming calls, or there are too few agents available to answer the phone calls.

An excellent service level, on the other hand, means your customers can speak to an agent immediately.

In the call center industry, it is one of the most important indicators of productivity.

Because it can impact the overall experience of your customers with your company, failing to meet the desired service level target can cause all sorts of problem to a business.

If you’re struggling with meeting your service levels, then here are some tweaks that you can implement that can have a big impact for us in outsourcing support services in the Philippines.

Reward attendance

Because you will need your agents to report to work and have enough people to man the desk, it is not enough that you simply include the importance of employee attendance in your employee handbook or punish those who are unable to meet their attendance targets.

You can do more by providing various positive reinforcements for agents who come on time.

For instance, you can recognize employees with perfect attendance (and no tardiness) or give a small bonus.

Defined break schedule

The volume of calls that you receive will vary at different times of the day. You might receive fewer calls in the morning, for example, but will have volume build-up in the evening.

That is the reason why another small change that you can establish in your organization is to define different break schedules for all agents.

In this way, you can be sure that they will not go to lunch together at the expense of the service level.

Giving your agents different break schedule will also allow your business to have the manpower in dealing with incoming calls at different time intervals.

Schedule Adherence

Additionally, encourage your call center agents to follow their schedules. It’s no use providing a defined schedule for their breaks when they don’t follow it.

This can be done by putting up a timer once they log off for a break so they know how long they have left and can come back to their workstation on time.

Clear after-call work processes

Another quick tip that works is to establish a routine after-call work process.

An after-call work involves everything that an agent does upon each end of the call, such as writing down notes, updating an account, and getting ready for the next call.

Creating a clear routine of the processes when a call is ended will make your agents more efficient. They can quickly get back to the queue to receive their next caller, improving service level.

Your next step

The service level is going to be an important performance target that your business needs to achieve consistently.

Making the above small changes in the way that your call center organization works can greatly and positively impact your service level.

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Bringing Out the Best Customer Service from Your Representatives on the Phone

Customer Service

Customer ServiceMultiple studies have proven with little room for doubt that great customer service is the key differentiator in managing a successful business.

One such study was made by Dimensional Research in 2013, showing that 62 percent of B2B customers made more purchases when they receive excellent customer service.

This only goes to show that having a great product doesn’t count for much if customer relationships are not being well-managed.

So it only makes perfect business sense to ensure that your contact center department has on hand dedicated and skilled call center agents.

Here are some great suggestions to bring out the best customer service from your call center agents.

1. Hone your call center agents’ soft skills

“Soft skills” can be difficult to quantify, but they can spell the difference between a happy customer and one who leaves for a competitor.

To put it simply, “soft skills” play a crucial role in ensuring that customer interactions are always positive.

According to SurveyMonkey, the following are essential traits call center agents should have to keep clients satisfied and happy with the service.

  • Empathy, patience, and consistency. Agents should communicate with a sense of urgency and maintain a good temperament at all times even if the client is making it difficult for them.
  • Adaptability. The ability to handle any situation or issue, however unforeseen or unique, is a valuable attribute ensuring that customer satisfaction is met and exceeded.
  • Clear communication. Unclear or incoherent communication makes it difficult for both the agent and the client to work out a timely resolution.
  • Product knowledge. Customers look to customer service professionals for answers. If they’re not getting the information they seek, customer satisfaction drops drastically.
  • Can handle criticism. An agent can’t allow himself to feel slighted if an irate client is blowing steam over the phone. The happiness of the customer is always the goal.

2. All communication channels are operating at peak efficiency

These days customers are more comfortable doing business with companies that offer multiple channels for communication. We are, after all, living in the age of omnichannel retailing.

These channels include email, phone, social media accounts, and the “Contact Us” function on your official website.

By doing periodic checks to ensure that all dedicated channels are working at the optimal level, customers who need help are not left out in the cold and are therefore happier for it.

Moreover, the burden on your call center is vastly reduced, resulting in productive and pleasant customer interactions.

2. Implement a vigorous feedback system

Great companies treat customer service as a continuous learning process.

Every industry is susceptible to change, and companies who don’t update their customer service processes accordingly run the risk of becoming stagnant in the long run.

Before you know it, common issues go unnoticed and bad habits fester.

The solution? Set up a robust feedback system to gather quality feedback from your customers.

Options for gathering customer feedback include:

  • Phone survey (usually at the end of every call)
  • Email survey
  • “Contact Us” page from company website

Gathering feedback from customers creates opportunities in determining the strengths and weaknesses of your call center operations, providing key insights on how to maintain and improve customer service.

4. Improve employee engagement

Many companies are providing their employees with a supportive environment and a positive work culture to become successful.

The reason for this is simple: happy and highly-engaged customer service reps are more likely to give customers a positive experience in every interaction.

So, how exactly can you increase engagement among employees?

For starters, you have to take steps to ensure that working conditions, compensation structure, career advancement opportunities, etc. are meeting or exceeding industry standards.

An Addendum

Your customer service representatives probably know more about your customers than anyone else, so it only makes perfect business sense to invest in them.

A fierce commitment to bringing out the best in them can go a long way into pushing your business and brand forward.

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5 Best Practices in Earning Positive Customer Satisfaction Consistently

Customer Satisfaction

Customer SatisfactionIf there is a key performance indicator in the call center industry that can easily top all others, it would be customer satisfaction.

For one thing, the customer satisfaction metric can very well be the measure of how your customers perceived the overall quality of service that they received from your support team. If they perceived the support that they garnered as air-tight, then you can bet that your customer satisfaction would easily skyrocket.

Usually, the data is gathered through surveys given to customers right after their interaction with your team. The survey can be conducted through phone calls, emails, or online forms (among other things).

Here are five best practices that we use outsourcing support services in the Philippines to get a positive customer satisfaction rating consistently.

Improve service level

One of the best ways to keep a positive customer satisfaction is to have an amazing service level.

From a bird’s-eye view, the service level is the length of time that your customers wait from the time they call until an agent picks up the call.

By striving to cut their waiting time, the faster that they can get their issue resolved and the quicker they can get off the phone.

Under-promise but over-deliver

Another great tip is to under-promise but over-deliver. This is the secret of many successful organizations.

You do this by setting your customers’ expectations, then doing everything you can to deliver better results than what you promised.

For example, when your customers are told that the order is to be shipped in three days, you can surprise them by shipping their purchase in one or two days.

Fulfill unstated needs

There are many things that are important to your customers that they do not verbalize during their interaction with your team. These are often called “unstated needs.”

For example, a customer who is paying a bill over the phone or by sending in a check can benefit from an auto-debit arrangement. That way, their bills get paid automatically saving them time.

You can teach your agents to find ways to identify and fulfill your customers’ unstated needs.


Another great way to improve your customer satisfaction is by making a callback.

This is appropriate when the call was cut off unexpectedly, when things did not end well, or when issues are left unresolved.

A callback makes your customers’ life easier as it saves them a whole load of time waiting again on the phone and they can to talk to an agent who already knows their issue.

Personalized interaction

The last technique to get positive customer satisfaction is by building a human connection.

Your customers don’t want to hear a canned response from your support team. Instead, they want to be able to speak to someone who is not only capable of resolving their issues, but also someone who understands their situation as well.

That being said, train your agents to polish their communication skills and to develop a personable character to make each interaction they make with their callers a personalized, productive, and a meaningful one.


All the above tips have one thing in common: they are all about walking the extra mile for your customers.

By making sure that they have great service experience with your call center agents, you can raise your likelihood of being able to consistently earn positive customer satisfaction.

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5 Ways to Helping Your Customer Support Team With Managing Their AHT

Customer Support AHT

Customer Support AHTIn running a call center, your customer support team will be required to pass several key performance indicators including average handling time.

Average handling time (AHT) is the number of minutes it takes for a call to get resolved from start to finish.

Usually, it is measured from the moment the agent hears a ring that signals the arrival of a caller to the end of the call.

Having your customer support team meet or exceed AHT target is essential in maintaining good performance in your call center as it ensures that there are enough people to answer incoming calls.

Therefore, here are the top 5 tips in helping members of your customer support team with managing their AHT.

1. Provide training

The goal of training is to help new employees get up to speed in terms of reaching expectations on AHT.

Without proper training, the newly hired agents will have a hard time in developing the right skills and will take a longer learning curve in managing their targets.

So the first thing you can do is provide excellent learning opportunities in the use of tools, customer relations management (CRM) software, and systems.

Through demonstration and actual exercises, they can learn how to be more efficient in navigating around desktop tools and applications.

2. Put up a transfer flow chart

If you are running a big call center organization that is composed of different departments and there are transferred calls, you may want to build a transfer flow chart.

A transfer flow chart quickly tells an agent whether the issue raised by the caller is within his or her scope of responsibility or will need to be transferred to another expert such as technical support.

For one thing, it is a win-win solution. It ensures that issues are resolved by the right people.

Also, it avoids having long-winding conversations that might upset the caller if they are told that all the time they spent was for nothing because they have to talk to someone else.

3. Develop active listening

Additionally, you can help your customer support team to develop active listening.

Through active listening, your agents and the caller can maintain clear communication. This prevents any misunderstanding and helps in knowing the exact issue and providing the proper resolution immediately.

4. Give tips on how to deal with runaway callers

Furthermore, you can also give tips on how to politely deal with runaway callers, people who are likely to start and continue talking off-topic which can lead to longer calls.

For example, you can give sample spiels that can acknowledge what the caller is saying and then quickly turn the conversation back to the issue.

5. Share best practices

You can also nurture a culture of collaboration and mentorship.

This can be done by either asking the leader of the customer support team to continuously coach or requesting each member to partner with another member and share feedback.

In the process, it helps make sure that best practices are freely shared around, helping everyone to manage their AHT successfully.

Wrapping it all up: keeping tabs on performance

After you have implemented the above action plans, the next thing you need to do is to regularly monitor and let people know of their performance.

You can do this by putting up a stat board or sending email to all the members of the customer support team with individual and team AHT levels.

By giving them the opportunity to be more efficient and to know about how well they’re doing, you can help your customer support team to reach AHT goals.

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4 Ways to Establishing a Better Relationship with Your Partner Contact Center


contact_centerA good number of companies are outsourcing their business processes to contact centers for a variety of reasons.

For one thing, outsourcing allows them to focus on their core businesses while handing off tasks such as customer service, technical support and telemarketing to companies that are specializing on them.

Because contact centers interact with your customers regularly, building a great working relationship with them is vital for your company’s success.

They are your ears and eyes on how well you are doing in serving your customers. Their feedback will be crucial in improving many aspects of your business, allowing you to stay on top of the game.

Here are four ways for you to build a better relationship with your partner contact center.

1. Communicate your needs

Your business is unique in a lot of ways.

From the delivery of your products and services to target customers, you will have particular goals, needs, and preferences that you have to communicate to your contact center all the time.

For example, you might be looking for representatives with experience in outbound sales or a technical support expert with a background in web development.

Hiring talents is just one area where you will need to be clear about your needs.

You might also want certain processes in dealing with return order, customer complaints, or underperforming representatives.

By being transparent about what you want, your contact centers can fluidly execute action plans that will better fit your business.

2. Hire an account manager

An account manager is a liaison officer between you and the contact center.

You might need one especially when your business is rapidly growing, you are serving a large customer base, or you are contracting several contact centers in many different locations.

An account manager will be responsible in maintaining channels of communication, meeting managers and representatives on site, and following through mutually agreed business terms.   

3. Keep a listening ear

Another way in keeping a great relationship with your contact center is to listen to them.

They offer valuable insights about your customers especially that they interact with them every day. They can help you find ways to further enhance customer experience and identity areas of improvements.

Additionally, you can also benefit from their feedback on how you can improve your business processes and tools.

Most of all, they feel valued as an integral part of your company when you listen to them and respond positively on their constructive feedback.

4. Give incentives

When they do a great job, reward them. It will be advantageous to your bottom line if you do.

Rewarding excellent work will encourage them to always meet or even exceed your expectations.

You can give incentives to teams, representatives, or managers who are doing well in sales, customer satisfaction, and other business processes.

In turn, your customers are going to be taken care of by motivated people. They will stay as a fan of your business which can translate to increase in repeat sales and boost your company’s overall reputation.

Your next steps

Treat your contact centers as you would a business partner.

They are your frontline brand ambassadors representing your company every time they communicate with your customers.

By bringing your relationship with them to the next level, you can rest assured that your customers are treated with world-class service experience.

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