Customer engagement and delight are key to business success. For many companies the first interaction a customer will have with their business is through a Call Centre. Investing in the customer experience here should be a business obligation, not an alternative.
When a customer phones your call centre they are looking to engage with a helpful, personable and communicative person who can listen, understand and present a balanced resolve to them.
Create a customer centric, values driven, pro-active Call Centre.
To invest effectively in your call centre you not only have to train agents to follow a process but inspire an enthusiasm and motivation for their role. By focusing on areas of personal accountability and empowerment, call centres can encourage the individual to become proactive and deal effectively with situations. By giving employees ownership of your values they become integrated with your business and the purpose behind their role. By utilising a consultative approach agents engage with your customers and most importantly, your customers engage with you!
Invest in their passion and a more holistic approach to customer engagement. It is the constructive use of their personal passion that becomes the differentiating factor in customer service.
High quality service can be a serious competitive differentiator. Not only does it ensure the longevity of customer relationships but also higher staff retention.
If you are interested in understanding how Bigrock can help you add the competitive edge to your Call Centre please email us at email@example.com.