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Topics: Call Centers

Inefficient processes are the enemy of every businessperson. You put a lot of time and money in your company, but inefficiency problems prevent you from achieving the return on investment that you deserve. An unproductive firm can squander its resources until it eventually fails, so you need to root out these issues before they start to have a negative effect. 

This applies to all aspects of your business, but it’s especially relevant to customer management. After all, you need to provide value to your clients to stay afloat. Your buyers won’t think your offerings are worth their attention if you don’t follow through on your support efforts. Many companies see customer support and sales as separate entities, but if you lapse on the former, it will probably end up affecting the latter. 

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

So how do you improve this area of your business? If your customer management practices involve call center strategies, you need to evaluate how these services affect your company and how you could improve them. The following questions will help you take the first steps toward this goal.

Do Your Customers Wait a Long Time to Reach Representatives?

Your customers should never get too familiar with your hold music. If you fail to quickly connect your clients with representatives, you essentially tell them that you don’t appreciate their time. This can frustrate callers and even dissuade them from doing business with you in the future.

You need to take active steps to avoid this outcome. Thankfully, you can improve your call center strategies with a few simple tools. Integrative queueing technologies distribute emails, text messages, and phone calls to your agents so they can answer each inquiry in a timely manner. Virtual hold solutions also allow callers to hang up while on hold and retain their spots in line. Your representatives simply call them back when they’ve finished other inquiries. Both of these options show how the right technology can improve your customer management efforts.

Do You Connect Your Callers with Qualified Agents?

You might as well leave customers on hold if you’re just going to connect them with unqualified agents. Representatives need specific knowledge to answer some inquiries. Directing a caller to an undertrained agent will lengthen the call and annoy your client. 

Training your call center employees can prevent these inconveniences, but there are also devices on the market that direct callers to the right agent. Call distributors connect customers with an automated line that determines their specific needs. This leads them to either broadly knowledgeable representatives who can accommodate basic inquiries or to specialists who can help those with very specific problems.

Do You Enforce Quotas?

It takes a deft hand to serve customers in a timely manner. Your representatives can’t waste their time, but they also can’t hurry through a call. If they do, your clients will feel unappreciated and resentful. 

Quotas force your agents to treat paying customers like numbers instead of people. When representatives have to take a set number of calls per day, they prioritize that goal ahead of serving your clients. Don’t compromise your callers’ well-being just to fulfill inefficient call center strategies.

Do You Seek Customer Feedback?

Your customers are your greatest resource. Not only do they supply you with revenue, but they’ll also tell you what you’re doing right and what needs to improve. Your representatives should ask each of your customers if they’d like to register their feedback or fill out a quick survey. This will ensure that you continue to perform up to their standards.

How Call Center Technology Is Evolving

Mike Nolet

Mike Nolet

Mike is the senior vice president of Bill Gosling Outsourcing’s North American operations. He has been leading the operations teams since 2011, bringing over 20 years of previous experience to the team. Mike is a core contributor towards the company’s corporate strategic planning. Since joining Bill Gosling Outsourcing, he has been a driving force behind growth, process improvement, and implementing positive change within the organization. Mike is also a wine aficionado.

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