It bears repeating: your customers are willing to pay more for better service and a superior experience. Seize the opportunity to deliver a better service across all channels by getting your automation processes up to par.
Hand it to your staff
Almost a fifth of respondents to a recent Business Systems survey said that said that they felt call centre management should be giving staff more responsibility to enhance customer service.
Roadblock #3: not empowering your staff to fix the customer’s problem.
A great way to get around this, while gaining some serious insight into your call centre scripts, is to ask your best closers to put their hints and tips into a workshop format to share with other staff members.
Ask topperforming staff to draft an example script, and then repeatedly test it to see what it is that’s working.
They key here is to not punish other staff members who mightn’t be hitting their targets, but to create a staffled learning environment that empowers and educates the whole team.
The next step? Provide your staff with the tools to execute on any insights.
Build your toolbox
Roadblock #4? Not thinking about how you feel when your call gets passed along a chain.
It’s a horrible, timeconsuming experience, right? So get rid of it. Start by looking to your customer relationship management (CRM) program to focus your understanding on the customer’s context at any given point in time.
Your staff need to be able look up the customer’s previous order history, see every issue they’ve had in the past, and see where they’ve been on your site, all in a few clicks.
Another method is to incorporate selling use cases. Again, look to your top closers, get them to work with management to document typical customer use cases, and then be diligent about having user acceptance testing (UAT)-quality assured specialists work through them, kind of like mystery shopping for call centres.
The next step is to continuously report back on these use cases so that the entire organisation’s understanding of the customer’s context gets tighter, and more targeted.
Technology is helping contact centres develop a more customer-centric service, but a focus on your team means you can actively create a more collaborative culture that empowers staff to help your customers in any way they can. And that’s where the magic will really happen.
Ready to optimise your call centre? Find out more about Salmat's contact centre offering here or call us on 1300 725 628.