Are you in the business of dealing with a lot of customer calls? It could be a call center you work in or just an environment where you make a lot of sales calls. Whatever your setup, there are a few things that are going to help you get the most out of those calls. Here’s how you and your team get much more success in your calls.
Service must be a priority
The customer is always right. That’s an axiom that isn’t really true for most businesses. However, for those dealing with customer calls, it needs to be your creed. A close ear has to be kept for anyone talking to the customers. To spot whether they have the politeness (and often the patience) to deal with customers. Of course, it’s important to teach your staff about cutting off abusive customers. But they need to be the professional.
The right people
A big part of whether the customer is going to get the right quality of service is down to the people who are providing it. You need to be selective of anyone who gets on the phones. The right call handlers are experts at retaining information and paying attention to detail. They need to develop an in-depth knowledge base about products and methods.
Creating the best environment
Even the best of the best will have trouble getting their work done properly if they’re not in a great environment. There’s a reason so many call centers are ruled by partitions. People need to be able to focus. They have to be able to have their attention solely on the customer. The right office set-up and equipment can help you in achieving that. For example, using noise-cancelling equipment from places like Headsets 4 Business. You need to make sure their environment makes their job as free from distraction as possible.
It’s not enough that the path is clear for them to get their work done, alone. They also need a reason to keep going down that path. That means giving them real motivation. You can’t expect people to do the same thing day-in-day-out and stay motivated. They need recognition and they need the potential for development. They need feedback as well as to have their feedback valued. Make sure that the motivation of your team is always a top priority.
Dealing with the thick of it
If motivation is the positive emotional force acting on their work, then stress is the negative one. There are a few ways to deal with stress. First, you can relieve those suffering from it. You can make a power-nap room and reward people more often. Then you can deal with the root causes. You can improve productivity and remove barriers to work that make their job less stressful in the first place.
To maintain a system of high-quality service and results, you have to have the mix of the right ingredients. The team, the equipment, and the methods all have to fall in place.