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Topics: Call Centers

Your customers want to be able to reach you any time, from anywhere in the world. A call center is just one of the many ways your customers keep in touch with you. Whether customers have a complaint or a compliment, a question or a concern, you want to be sure you’re right there when they need you. 

Download our free guide to discover how call center technology is evolving.

Setting some fundamental principles can help you guide the operation of your customer service call center technology and ensure that you always deliver top-notch customer service.

5. It’s All about People

Customers want to be treated as individuals when they reach out to your call center. The same goes for when your representatives contact them. They want a sympathetic customer service representative to listen to their problems, concerns or complaints, and to work with them to find a solution that satisfies everyone. 

Your representatives should always have that in the back of their minds. They should be encouraged to work with customers to find resolutions that work for the customer—not just to work according to the script.

4. Quality over Quantity

If your customer service call center is still working on a quota basis, it is time to change that. Quotas encourage reps to rush through each customer call and interaction, often resulting in poor resolutions. That can leave customers feeling that your company did not listen or care about their situation. If the customer can hear the stopwatch ticking in the background of the call, they are more likely to feel that they got poor customer service. 

Instead, focus on quality. Yes, that may mean that reps answer fewer calls—which has its own problems. But your reps should be more concerned about ensuring that they resolve each customer’s concern or issue in a way that satisfies the customer. Even when a rep cannot resolve the issue or the customer’s demands cannot be fulfilled, the rep should still ensure that they work to deliver excellent customer service.

3. Embrace Technology

Technology is not something that comes to mind immediately when you think of customer service call centers, but it’s incredibly important in delivering the best possible experience. Few companies invest in technology for their call centers, partially because technology is not always proven, and partially because it’s costly to implement new infrastructure.

Your call center should embrace new technologies. If you cannot afford implementation on your own, think about outsourcing. That will allow you to cost share with your provider’s other clients, while accessing the best technology available. Virtual hold, data mining, and other features of the ever-evolving call center are always within reach.

2. Don’t Focus Solely on Calls

The name “call center” is a bit of a misnomer nowadays, since there are so many ways for customers to get in touch. Don’t be beholden to the telephone; embrace newer methods of communication like text messaging, chat, and email.

Also apply that mentality to how you allocate your call center staff. Calls are not more or less important than customers who contact you via chat. Treat every communication method as equally important. After all, all of your customers are highly valuable people that you want to continue working with.

1. Think about Outreach

Many people think only of inbound call center services when they think of customer service: Customers calling in with a complaint or concern they need resolved. Don't neglect outreach and outbound services, however.

Reaching out to your customers is just as important, if not more so, as answering their questions and concerns. Reaching out to a customer puts you in touch with someone who might never have contacted you, even if they did have a complaint. Think about using your call center to keep in touch with your customers, to check in and make sure that everything is going well. Your customers will appreciate it.

How Call Center Technology Is Evolving

David Rae

David Rae

David started with Bill Gosling Outsourcing in 1983. As CEO, he sets the future direction of the organization, develops services that help with clients’ pain, while ensuring that the strategic direction is aligned to the shareholders’ requirements. During his tenure, the company has expanded internationally, opening offices in the United States and the Philippines. Also known as Razor, David is a drummer extraordinaire and his favorite bands include Blue Rodeo, Lighthouse, Supertramp, The Eagles, Fleetwood Mac, and The Guess Who.

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