Tips For Customer Service Companies
May 29, 2013
Customer-centric companies are thriving, even in the toughest economies. They have found creative, practical and intelligent ways to cut costs while improving customer service. See below tips that any company, large or small, can benefit from.
Invest in Powerful Technology. It is best to provide your supports/agents access to modern and powerful technologies if it would allow them to deliver more effective customer service.
Agent Autonomy is Key. Agent autonomy is critical to providing amazing support. They do not monitor call times or require agents to adhere scripts allowing them the freedom to provide amazing customer support.
Be Flexible. When expected demand volume increases, be prepared to hire more manpower and invest on equipment to help meet these demands.
Outsource to Cut Costs. Outsourcing services to a third party customer service provider can help save costs.
Consolidate Call Centers. By consolidating call centers, some companies saved enough money to expand evening and weekend call center hours. Increasing the availability of support agents benefited their customers in a huge way.
Invest in Staff to Reduce Turnover Rates. Right investment in staff (hiring, training, equipment, wage, reward system) reduces turnover rates.
Reward Management with Bonuses and Promotions. Management pays and promotions due to outstanding work performance is always a good idea.
Give Customers a Direct Line. Companies must have a direct line that will allow clients to directly call back a rep in order to resolve an issue. This reduces the number of steps it takes to open new accounts, shortens call times and frees up more reps to answer calls faster.
Take Care of Dissatisfied Customers. Dissatisfied customers should be treated with extra care in order to resolve their issue.
Cross-Train Agents. Cross-training your agents will improve service. This keeps service levels high without having to hire more staff.
When times are tough, skimping on customer service is not the best option. Instead of cutting on customer service, enhance it with these practical tips. It can make a huge impact on the long term survival of your company.
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