Picture this: You order a dining room chair from your favorite online retailer. It’s delivered, you unbox it, and, as you’re assembling it, realize it’s missing a leg.
You dig through the discarded debris of packaging, find the number for customer service and give them a call. “This shouldn’t take long,” you think. Ha. You press 4 to speak to customer service and then…you wait. That infamous hold music plays on repeat, taunting you into an alternate and strange reality. You get trapped, with your phone on speaker, unable to do much else but wait.
Or maybe you’ve sent a question via email into the void of who knows how many other questions and requests. Will it ever get a response that isn’t an automated, “Thank you for your email” message? Historically, consumers have grown accustomed to this kind of service — slow, time-wasting, unresponsive.
But, with the development of new technology, consumers today have different expectations.
Are you ready to meet them?
Let’s consider the cost good and bad service can have on your company. American Express found that consumers will pay 17% more to purchase from a company with a reputation for great service. And, the cost of losing loyal customers is not worth it. Customers switching companies due to poor service cost U.S. companies a total of $1.6 trillion.
Customer retention through delivering an excellent customer experience is more important than ever. So, what do customers expect?
Technology opened the door for fast, responsive service. Inefficiency and long hold times just won’t be tolerated by today’s consumers. To keep up, let’s take a look at a few call center efficiency tips to help you improve your call center performance to keep customers happy.
Tip #1: Know your Agents and Encourage Autonomy
To understand what’s holding back your efficiency, you have to know your team. Where would you be without your agents in the first place? It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. Use the DISC Assessment or the StrengthsFinder Test to identify how your agents thrive and collaborate.
Your agents will be more motivated when they feel known and like their strengths are being used. And, you’ll learn your team composition when you plot out all the individual strengths that live on your team. You can use a strengths matrix to see where your team thrives, and where there’s room for improvement as you seek out new hires.
Next, track agent performance. Digital tools provide a greater level of sophistication to analyze your agents. With upgraded reporting, you can see how agents perform compared to industry standards and your past track record.
With metrics and KPIs, you set the bar for performance across your …read more
Read more here:: B2CMarketingInsider