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Customer Service

Customer Retention Solutions that Work in the Age of Dying Brand Loyalty

Customer Retention

Customer RetentionBecause of the new companies popping up every.single.day — together with the plethora of innovative features they offer — the customer tug of war in just about any industry has become even more cutthroat.

What’s more, these businesses aren’t slacking off in their marketing efforts either.

They’re bent on pouring budget on their marketing pockets or coming up with guerilla marketing tactics to get their brands in front of their target audience.

Having said all that, business owners are now at their wit’s end when thinking of ways to establish brand loyalty.Are you struggling with the same thing? Are you looking for ways to improve your customer retention?

If you answered with a “yes,” then please read on — you’re in the right place.

Have extensive knowledge of your product.

Your types of callers are varied, some being new to your product others longtime customers. Once a customer feels like you don’t know anything about your product and that you are wasting their time, it will leave a negative impact on customer retention.

Win the callers confidence by being an expert in your product. So go beyond the usual briefing and call scripts. Get a deeper understanding of your product by experiencing it from the customers perspective.

Possess extraordinary courtesy.

Be extremely courteous in your calls, control your tone of voice and treat the problem in a dignified manner. For troubleshooting calls, your customer might already be irate, to begin with; your job now is to pacify his emotions.

For sales calls, make sure your customer is in a good mood when you engage in the call, he may be busy or is going through something important, chances are if you force your sale he won’t buy it even though how good your product may be. Cut the call yourself and tell him you will reach out to him at a more opportune time.

Avoid trigger words that causes conflict.

From the very start of your call, use words like “we” or “our” to signify this is something that both of you will work on together. As much as possible do not assign blame to the caller by telling them, they must be doing something wrong.

Be diplomatic in your calls, share a mindset that this problem is no one’s fault, but you will work together to solve it anyway. This language puts both you and the customer on the same boat.

Find ways to re-target your customer by being proactive.

Way before your customers will start experiencing problems with their product, call them up and get feedback and how they find it so far. Pre-empting the issues like we do at our call center in the Philippines, will lessen the frustration of your customer, and they will appreciate your concern in their welfare.

Set schedules to call existing customers already utilizing your product, giving customers a sense that your company was not only after their money but is keen on meeting their needs.

You then establish a relationship way beyond the seller and the buyer. And that goes to show that you also prioritize customer  retention.

Utilizing these solutions to your advantage.

Use all available techniques to your call, and you will win a customers loyalty as long as your company exists. Your goal is to have a long streak in the retention of your customers. The elements of ensuring this happens are the ability to go the extra mile and to do more than what your competitors can.

What’s your strategy?

So what do you think? Are the techniques and solutions mentioned enough to ensure customer retention? Do you have even better strategies that you want to share?

Do let us know by giving feedback or sharing this article.

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The Advantages of Live Chat Over Voice Support

Live Chat

Live ChatCustomer service channels have improved and diversified over the last decade, providing service providers and customers better and more effective ways to communicate with each other.

Live chat support, in particular, has radically evolved in the last few years.

Thanks to our much-improved technology, talking to customer service professionals has never been more satisfying and more efficient.

That’s not to say that voice support is going anywhere soon. When push comes to shove, there are still plenty of customers who prefer hearing a live human voice when asking for assistance.

Still, no one can deny that chat support is now the most-preferred customer engagement channel over voice support — at least if this Zendesk study is any indication.

Curious to know the reasons why? We’ve got you covered.

1. Allows you to handle multiple customers at a time

Regarding efficiency, live chat support beats voice support many times over. For one, it allows each agent to communicate with more than one customer at a time.

Obviously, agents can’t do the same when communicating with a customer over the phone. With chat support, it’s as easy as opening another chat window.

Also, new chat technology has a wide range of customization tools that allow your call center customer service agents to manage multiple sessions better.

2. Provides real-time, remote assistance

Chat support provides agents the tools needed to guide customers through step-by-step instructions. Thanks to screen sharing/remote desktop features, agents can take control of customers’ desktops and be able to assist them accordingly.

This way, customers won’t have a difficult time understanding the agents’ instructions, and won’t feel powerless due to lack of tech-savviness.

3. Enhances customer experience through visual aids

With live messaging, customer service reps can show customers with visual aids that can help them resolve their issues faster.

Whether it’s a product guide, a graph, or an animated GIF, a visual aid can help customers understand their issues much better.

These visual aids can also be sent to customers after each chat session, allowing them to resolve issues should they recur.

4. It’s cost-efficient

Implementing live messaging is significantly more cost-effective than setting up voice support.

Of course, that doesn’t mean you have to do away with the latter, but this only emphasizes why you shouldn’t think twice about adding chat support to your customer service channels.

Setting up phone support is expensive. On the other hand, implementing live chat support takes only a few steps.

5. Provides the organization with visitor behavior analysis

A good live chat software comes with features and tools that provide extensive data on customer behavior.

These data, along with relevant customer analytics, can give you actionable insights and identify problem areas that provide opportunities to understand customers better.

Some of the data you can get for every live messaging session include referral links, time spent on site, number of visits, location, operating system and device used, and more.

Conclusion

As a business owner, it’s in your best interests to provide your customer with every available channel for contacting your brand. We are, after all, living in an omnichannel world, not to mention that it enhances the customer journey in more ways than one.

Live chat support is becoming even more popular each year, and you — as well as your customers — will be better served by using it to your advantage like we do at our customer service call center in the Philippines. 

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How Call Overflow Services Positively Impact Customer Relationships

Call Overflow

Call OverflowCustomers don’t like being made to wait too long when reaching out to businesses, especially when they’re in need of immediate assistance. In fact, a study reports that the average ring time before a caller hangs up is 17 seconds.

On a related note, many managers and business owners will tell you that predicting call volume flow is one of the toughest parts of working in a call center.

The point? When call volume spikes, agents will be hard-pressed to accommodate every incoming call. This, of course, results to dropped calls, which translate to missed business opportunities and frustrated customers.

This is a situation every business owner has to avoid. And the best way to do that is to implement call overflow services in your call center.

Here are the top reasons why overflow response teams can be instrumental in maintaining a good relationship with your clients.

1. No missed calls

Every dropped call is not only a missed business opportunity, but it also sours your relationship with the customer. When that happens, the customer taking his or her business somewhere else is a likely possibility.

But when you outsource call overflow services, you can give your in-house customer service team the backup they need for every time the call center experiences high call volumes.

That means more business opportunities and a more robust customer base. Better yet, you’re able to preserve and nurture your relationship with customers as well.

2. Improves service quality

Every enlightened business owner knows that call quality is of paramount importance when handling inbound calls from both potential and existing customers.

Maintaining quality customer service, however, is no easy feat if your in-house support agents are pressured to field inbound calls as quickly as they can so that they can accommodate every caller waiting in the queue.

When you have an overflow support team taking away that burden from your in-house staff, everyone can focus on doing what’s most important: providing real value to your callers.

Call overflow agents are like your army in reserve. When your frontline is about to be overwhelmed, they’re the cavalry that ensures everyone is following the battle plan.

3. Ensures business continuity

In-house support agents are usually supported by a siloed infrastructure, making their operations vulnerable to unexpected disasters.

This is why a reserve support team is important. In the event of a network outage or other emergencies, overflow agents can maintain business continuity in your company in the face of unanticipated scenarios.

In short, outsourcing call overflow is a great way to polish up your disaster response plan.

Having a solid business continuity plan is critical for nurturing customer relationships and for delivering consistent positive experiences. With an overflow team in place, it’s easy to build trust with your customers and to maintain your brand’s reputation as a customer service powerhouse.

Final Word

In business, it’s crucial that you make preparations for every eventuality, which is why call overflow services are part and parcel of having a good business plan.

To top it off, the peace of mind that comes with knowing that everything is accounted for in your business operations makes the investment in your call center customer service agents even more worth it.

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Why Investing in Order Processing is Integral to Customer Loyalty

Order Processing

Order ProcessingOrder fulfillment is an unwieldy process. If you’re not careful, one little mistake — a botched order, an auditing penalty, an inventory error — can snowball into something bigger. Before you know it, your brand reputation has already taken a beating, with little chance of being rehabilitated.

The point? Don’t scrimp on order processing. If you don’t want your organization to be a disaster in the making, you have to invest. Besides, doing so goes a long way into inspiring loyalty among your customers, which is always a worthy return on your investment.

If you’re still far from convinced, here are reasons why investing in order fulfillment pays dividends in the long run.

1. Streamlines order fulfillment

Businesses specializing in order fulfillment leverage the power of automation tools to ensure that the handling and management of orders are done in the most efficient manner possible.

By eliminating as much human intervention as possible from the equation, order processing can deliver more timely and accurate results and outcomes. Because the process is handled in a more systematic manner, you get the assurance that every facet of the operation is going according to plan.

2. Saves time and money

Outsourcing order processing to an organization that specializes in it eliminates the overhead costs that are usually spent on technology, infrastructure, and in-house personnel.

What’s more, since you can count on specialists to adopt tried-and-tested business practices and use the best tools for order fulfillment, you are guaranteed better and faster results.

And you save plenty of time and money too. This frees up your resources, which you can use to further improve, enhance, and scale your services.

3. Improves the quality of customer service

By entrusting your order processing to specialists, you are given the assurance that your clients are consistently provided with the best customer service possible.

With the help of extensively trained call center customer service agents, order fulfillment becomes a smoother and more efficient exercise. Moreover, dedicated agents can help increase the number of orders through standard customer service practices such as upselling and cross-selling.

4. Delivers business continuity

Every single piece of data that comes from an order should always be backed up, confidential, and traceable. Otherwise, it’s nearly impossible to establish business continuity among clients.

Solution providers, at least the good ones, have the technology and the processes needed to make sure that every piece of order information is secure and intact. This is important in case a customer makes a follow-up call to, say, verify the accuracy of a big order.

By maintaining and ensuring business continuity, solution providers can provide customized and better customer service to clients over time.

5. Promises better accuracy and security

Thanks to the power of automation and advanced data analytics, solution providers are able to deliver accurate data. Automated tools can also integrate various security applications to ensure that every data that comes from an order is secure.

Key Takeaway

As is the case with every business, you can gain the competitive edge over your competitors by leveraging what is available to you. The same applies to order processing. If you want your business to take it to the next level, you have to maximize your investment.

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How a Dedicated Event Registration System Streamlines the Entire Process of Event Management

Event Registration

Event RegistrationThe event management process has come a long way since the days when newsletters were sent to physical mailboxes. Now, everything is done digitally, and it’s just as well.

Digital technology had a profound impact on how businesses and nonprofits manage their events these days.

And it’s all thanks to the emergence of dedicated event registration systems. With the help of these automation tools, organizers can now integrate and streamline all event management processes through one channel. This allows their in-house staff to focus their energy on enhancing the experience of event attendees.

Still doubtful on whether event automation tools are all that? Here are ways an all-in-one event software can help you in your event management efforts.

1. Provides greater visibility

A good event registration system provides users with a bird’s eye view of all processes involved in event management, from secure payment processing and data analytics to data management and email marketing tools.

When you can access and manage all these information in one place, it’s easier to keep tabs on the most important aspects of an event, whether it’s a tradeshow, a networking event, or something else.

2. Increased social media presence

Top event registration systems come with social media integration tools that can help organizers leverage the power of social media in increasing the number of event registrations or ticket sales.

An organizer can also integrate referral incentives using the software’s myriad of social media tools. For example, the system can reward attendees who have made successful referrals by providing them with discounts via promotional links.

3. Saves time

As is the case with any good automation tool, an event registration system relies on a centralized platform to deliver faster and more accurate results and outcomes.

As a result, the internal staff doesn’t have to worry about logistics anymore but instead focus on improving quality of content for sponsors, attendees, and exhibitors.

Because the firm and suppliers can focus on their core competencies, everyone can do their part at the optimal level, ensuring that the event delivers a much better experience for everyone involved.

4. Saves you money too

Registration resources are a potential nightmare waiting to happen in terms of costs — at least if you’re not careful. On top of the required paperwork, you have to hire more staff members who will field and receive inquiries, manage records into proper order, check the accuracy of the reports, and more.

That doesn’t even cover a quarter of what your registration and logistics staff need to do to ensure that the registration process is working in smooth order.

Thankfully, you can save yourself the hassle by hiring the services of a call center that leverages the power of an excellent registration system in event management.

5. Helps with decision-making

Event automation tools aren’t only effective at gathering valuable data for organizers; they also provide advanced analytics that can crunch all these numbers into valuable insights, which will, in turn, help you understand your events better.

Also, these data-driven insights can improve the decision-making of organizers, thus improving the events in more ways than one.

Conclusion

Do you want to achieve better outcomes when you’re promoting and organizing an event? If you answer “yes,” then you’d do well to embrace the power of automation and use it to your advantage.

With the help of a dedicated event registration system, you can do away with the superfluous and be able to focus your energies on the most important thing: to provide attendants a customer service experience they’ll never forget.

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Why Call Overflow Services are Helpful to Your Business

Call Overflow

Call OverflowCall volume management is one of the toughest challenges every call center organization has to face. While hiring more call center customer service agents seems to be the obvious solution to the overflow of incoming calls, it’s not always the most feasible on account of budget issues.

Speaking of solutions, here’s one that works: call overflow services.

Call overflow services serve as your backup when there are more incoming calls than your regular staff can handle. With overflow staff always at the ready, your customers get the help they need even during peak hours. This, of course, translates to positive customer experience, which positively impacts the organization’s bottom line.

Overflow agents offer benefits beyond answering the surplus of incoming calls, however. Here are the less obvious reasons why an overflow staff can be helpful to your business.

1. Better call flow management

It’s not always easy to predict call volume. Every once in a while, spikes in calls will come, and your organization needs to have a system in place to handle call spillover. After all, your business is bound to lose more money for every lost call.

Another great advantage of having a call overflow department in your call center is that they reduce the likelihood of callbacks. Callbacks can cause your organization’s call flow to spin out of control., making shift scheduling even more of a challenge.

2. Reduces stress among agents

As the cliche goes, a happy employee is a productive employee. Using that same logic, it’s fair to say that an overstressed employee is unlikely to be productive.

Taking queued calls for long stretches is one of the major causes of stress among call center agents. Reps who are stressed tend to become disillusioned about their job, resulting in high agent turnover.

Having an call overflow department to serve as backup lightens the burden caused by long queues, thus reducing stress and making agents more productive in the long run.

3. Establishes your organization’s reputation as a customer service powerhouse

If you want your company to consistently deliver a positive customer experience, you need to ensure that customers can talk to a friendly rep every time they try to reach your hotline.

When customers know they can always rely on your staff to provide them assistance, it speaks volumes about how much your company cares for their welfare.

Because 54% of millennials won’t hesitate to stop doing business with a company due to customer service, it only follows that your company’s good reputation in customer service should be maintained and preserved.

4. Helps with disaster or emergency response

When disaster strikes, your company needs all the help it can get. By providing support in cases where emergency relief is needed, an overflow staff can go a long way into ensuring that crises are averted as soon as possible.

Conclusion

Call overflow services are one of the best investments you can make as a business owner. In today’s dynamic business environment, you need a contingency plan for every situation to ensure that your company is in good working order.

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4 Reasons Why You Need to Invest in a Good Call Center Billing Software

Billing Software

Billing SoftwareEvery business has a responsibility to ensure accurate billing for its customers. As soon as a client signs up for your service, a reliable billing software that protects each customer’s billing information needs to be put in place.

To bring home the point, a BriteBill study reports that inaccurate billing is one of the major concerns of consumers.

It only goes to show how critical it is for every call center to invest in a billing platform that positively impacts the business call center customer service and makes a billing inquiry simple to handle. 

That’s easier said than done. After all, the software may have less obvious features that can make a big difference. Without much familiarity with these features, you run the risk of investing your money in something that would not generate enough return on your investment.

The point is, when it comes to investing in a billing software, you can’t afford to be a cheapskate.

Here are the reasons why:

1. Scalability matters

A growing customer base comes with the territory when you’re running a business, especially if you have a dedicated call center customer’s billing information.

Whether you’re running a cable subscription or a telecom business, you need to set up a billing system that can handle large volumes of data even at the outset.

After all, and especially if your business is doing well, you have to ensure that your company can handle the constant influx of new customers, not to mention the vast amounts of billing data that need to be processed in each billing cycle.

2. Better security

A billing system with robust security features is one of the best investments you can make as a business owner, especially because you’re handling sensitive customer information

To better safeguard your customers’ information from hackers and malicious attacks, you need to make sure that your software has passed the PCI compliance test.

You also have to ensure that your customers’ private information remains private under any circumstances.

Lastly, you need to pick a billing software with damage control features that protect customer data the moment a security breach is detected.

3. Automation is good

Automation tools help businesses in streamlining their processes, thus gaining them every competitive advantage required to face business challenges that come their way.

The billing process is one of the most crucial aspects of running a business, and therefore needs to be automated so that the call center can achieve optimized results.

Your call center’s billing software could be on-premise, cloud-based, or a hybrid of both. Whatever you’re using, it’s important to check if your software can integrate data in ways that serve the customer’s needs and bring about accurate results.

4. Better flexibility

The billing process is a big part of what makes it possible for clients and providers to maintain excellent customer service and satisfaction in your call center.

The process itself, however, can be complicated, and you’ll need a billing system that can simplify the handling and integration of elements such as invoicing, collection, data generation, analytics, and more.

It bears noting, however, that not everything is set in stone when it comes to business.
As such, you need a software that can adapt to any changes in customers’ preferences and the market.

Final Word

Reliable and robust billing software is one of the best investments you can make as a call center owner. Not only does it ensure high accuracy and efficiency in your billing processes, but it also improves customer satisfaction in more ways than one.

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Scheduled Call-Backs Are Integral For Customer Service at Your Call Center

Schedule Call-backs

Schedule Call-backsMost of us have experienced calling customer support only to end up listening to the following recorded message:

“Your call is important to us. An operator will be with you as soon as possible.”call overflow

It sounds like it’s going to go on forever, right? Soon enough, boredom sinks in, prompting you to hang up the phone.

Let’s state the obvious: long hold times can have damaging effects on relationships between customers and providers.

According to a 2017 study by Arise, almost two-thirds of customers said they would wait two minutes or less while 17% said that “no wait time is acceptable.”

Those figures are significant, which is why you need to implement key strategies that will help eliminate long hold times in your contact center.

One such key strategy is to implement scheduled call-backs in your call center operations.

Offering customers the option to schedule a call-back at a time that’s most convenient to them will not only positively impact your relationship with customers, it will also prove beneficial for your company’s bottom line.

Here are the reasons why.

1. Prevents spikes in call volume

Unless you’re overstaffing on a regular basis, spikes in call volume come with the territory when you’re managing a call center. Handling call overflow in the call center is an important aspect to customer service.

These spikes, of course, result in unbearably long hold-times, causing customers to feel frustrated. Moreover, high call volumes place a lot of burden on agents, causing agent morale to take a dip.

All these combined can have negative implications on your company’s bottom line.

Scheduled call-back protocols and call center technology has a strong positive impact on call center customer service and help to handle call over flow. Scheduled call-backs, after all, defer calls to a later time, smoothing out call traffic.

This is where scheduled call-back protocols and technology come in. Scheduled call-backs, after all, defer calls to a later time, smoothing out call traffic.

2. Paves the way for a more personalized customer service

Scheduled call-back technology offers customers the option to enter information that’s relevant to the issue at hand.

After setting up a scheduled call-back using the IVR system, the call center will have access to plenty of information that may prove instrumental in bringing about a quick resolution.

With all these information entered in the CRM, agents are better prepared to handle the customer’s issue before they make the scheduled call.

It also saves a lot of time, since agents don’t have to ask their customers for information or dig deep into their CRM software to get access to relevant data needed to resolve the problem.

3. Reduces costs

Extended hold times not only reduces customer satisfaction, but they also cost your business money. By offering a call-back option, callers won’t have to spend such a long time waiting in the queue, saving your company a lot of money in the long run.

4. Increases customer retention

Scheduled call-back technology saves customers the hassle of having to make them waste their time waiting in the queue.

More often than not, being offered the option to receive a call-back at a time that’s most convenient to them will make customers feel that their time is being respected.

The fact that the call center is taking the initiative to return the call is also a good indication that your customer service is always willing to go the extra mile for customers.

Conclusion

Scheduled call-back technology is a cost-effective solution that can catapult your business to new heights.

It lowers abandonment rates, improves customer satisfaction, and increases your bottom line. It’s simply one of the best investments you can make as a business owner.

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4 Contact Center Technologies You Need to Integrate Into Your Call Center Operations

Contact Center Technologies

Contact Center TechnologiesCall centers have evolved a lot over the past several years thanks to a plethora of emerging technologies that continue to change how customers and brands interact.

These technological breakthroughs are optimizing call center customer service processes in the Philippines and reducing operational costs. The best part? Customers are also getting plenty of benefits from these emerging trends as well.

There are no two ways about it: If you invest in these technologies, your brand and customers have everything to gain.

Do you want your call center to stay head and shoulders atop the competition? Then you’d do well to consider adopting the following technologies.

1. Cloud computing

Cloud-based solutions have been elevating the call center industry for years, and they continue to do so.

And the cloud is showing no signs of slowing down. According to a Forrester report, the global cloud market share of $146 billion from 2017 is expected to rise to $236 billion by 2020.

It’s not hard to understand why. Cloud-based solutions, after all, promise greater scalability, better security, and improved efficiency in many areas of call center operations, resulting in better customer service and higher ROI.

2. ‘Smart’ IVR Technology

IVR technology has made significant gains over the past several years thanks to its integration with automated solutions, cloud-based technology, and advanced analytics software — just to name a few.

Call monitoring has never been precise and comprehensive as it is today. As a result, call centers are getting more relevant and accurate insights about their customers, allowing them to provide much better service across the board.

To top it off, ‘smart’ IVR technology has become even more consistent in routing customers to the correct departments, improving first call resolution and enhancing overall customer experience.

3. Agile CRM Systems

With the way APIs have become more versatile lately, the integration of CRM systems with multiple applications has become even more seamless.

As a result, call centers have become even more effective in acquiring relevant customer data from all communication channels.

This, of course, paves the way towards a more robust omnichannel service. Whatever platform each client prefers, agents can have a full view of his or her interactions with the brand and therefore are able to deliver a more consistent and personalized service.

4. Workforce Optimization Software

Workforce management has always been integral to maintaining a more productive workforce. But to maximize the competencies of the workforce in the long term, the scheduling, forecasting, and tracking of employees have to take into account all relevant data.

That’s not always an easy task for the workforce staff.

Thankfully, most workforce optimization software available these days are powered by robust AI algorithms and predictive analytics that not only help call centers streamline workforce processes but also generate forecasts with high accuracy.

Final Word

Today’s customers are more technology-savvy than ever. If you want to keep them satisfied and engaged with what your brand has to offer, you have to keep up with the latest technological trends.

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3 Creative Ways to Train Call Center Agents

Train Call Center Agents

Train Call Center AgentsMany of us have experienced having slept through an entire lecture on account of an instructor’s boring and uninspired teaching style.

There are many contributing factors on why some lectures are boring to students, but first and foremost among them is rote teaching.

A subject matter may be of particular interest to students, but if a professor is teaching in a manner that is mechanical and repetitive, there’s a good chance that the students may eventually lose interest, thus stifling the learning process.

The same rule applies to training our call center customer service in the Philippines.

If you want to effectively train agents, you have to adopt a progressive and improvisational approach to delivering instruction or coaching.

Here are the creative ways you can train call center agents.

1. Group activities

According to a 2014 study conducted by Johnson, students learning in a group setting have “greater knowledge acquisition, retention of material, and higher-order problem solving and reasoning abilities.”

Unlike individual learning, group activities create opportunities for exchange of ideas and cooperative learning, not to mention train agents on how to work well together.

By paving the way for members of a group — big or small — to capitalize on one another’s resources and skills, group activities create possibilities for new and innovative ideas.

Group activities can always be added to the agenda in team huddles and team building activities. They are also a great way to create or establish a positive relationship with co-workers.

2. Storytelling

All of us have an innate love for stories. Not only do they entertain us, but they also teach us about life in a manner no other medium is capable of.

Storytelling is effective as a teaching method because it creates an emotional response that lends more impact and gravity to the ideas and lessons within the story.

There are many ways storytelling can be incorporated into training. You can always start with product training in which a trainer can tell the story of why and how the company’s products are created, and how the owner brought them into being.

Business owners or managers can also share inspiring stories, fact or fictional, about successful individuals, telling how they came upon their success.

3. Role Playing

Role-playing is an effective teaching method, especially during the training process. By acting out call scenarios, agents can put into practice what they’ve learned from the product training.

Through these practice sessions, agents can familiarize themselves better with different call scenarios, and as such will know how to respond when they encounter such scenarios while speaking to real customers.

Role-playing offers great opportunities for agents to smooth out their rough edges. More importantly, it’s a perfect avenue for them to make mistakes, and as such are unlikely to commit them again once they’re on the floor talking to real clients.

Key Takeaway

Agent development doesn’t end with onboarding; rather it continues throughout an employee’s life cycle within the organization.

Learning opportunities can happen anywhere, and a call center organization has much to gain by recognizing them as such and capitalizing on them. By engendering a culture of creativity, learning, and innovation within the organization, an upward trend towards success is easily achieved.

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