Call centers that handle service and support calls are, unfortunately, often viewed as cost centers. Although these centers usually don’t bring in revenue directly, they do contribute to the company’s goals in many valuable ways, most notably in reinforcing the company’s brand and in increasing customer loyalty. To raise the visibility of your call center […]
Our previous post on call center coaching titled, “Call Center Coaching: 5 Tips to Ensure Your Success,” gave tips to help you improve your management style in a support or call center environment. We’re pleased to present the next 5 essential skills that will help improve your coaching ability. Spend some time each day praising […]
Managing staff—in any form–is hard work and requires a well-stocked repertoire of people skills, business acumen, and the ability to juggle multiple projects and deal with pressure. For those of you who manage call centers and support centers, you are tasked with watching operational costs in addition to dealing with a team of agents. Your […]
Customer loyalty is the golden ticket to long term company success. Loyal customers provide repeat business and recommend products and services to friends and family. It is common knowledge that acquiring a new customer costs at least five times more than retaining an existing customer. What can your company do to “prove itself” and earn […]
Check out any online community that deals with customer service (and believe me, I’ve checked out my share) and before long you’ll find a posting on “loyalty.” The topics are varied: “Loyalty and Customer Satisfaction;” “Does quality service always equal loyalty?” etc. The desire to understand loyalty is simple: customer loyalty is the “currency” we […]
One of the most important components of superior customer support is having a team of technicians with consistent communication skills. All technicians must be skilled at determining a customer’s reason for calling, controlling the call with open and closed questions, and efficiently troubleshooting and solving problems. Having a common approach to customer service, and technicians […]
Consistent troubleshooting skills are integral to providing world class customer service in support centers. Customers want timely, professional, and consistent issue resolution – every time. Benefits of Consistent Troubleshooting Skills Ultimately, companies desire to keep customers happy. Providing sound resolutions, delivered as fast as possible, is the number one way to maintain customer loyalty. Here are […]
We're an Alltop blog, and regularly contribute to The Customer Collective and CustomerThink.