With autumn around the corner, students across the country have grabbed their backpacks and headed back to school for a new year of learning.
For the first few weeks of the school year teachers will review old material to ensure students remember what they learned last year before they move ahead to new topics. In that spirit, we decided that a refresher course on best practices for generating greater contact center services ROI would be a good idea. So let’s start the review!
Have the Right People Answering Calls
Hiring inexperienced or undertrained contact center employees may save you a little money upfront, but in the long run it’s almost certainly going to negatively impact your bottom line. Cultivating relationships with customers and putting them at ease on calls requires an acquired skill set that takes a combination of robust training and work experience. That is why InfoCision works harder to ensure our Communicators are as well prepared as possible to speak to customers. Our contact center workers:
- Have an average age of over 40 years; an average tenure of more than 4.5 years; and 78 percent are full-time employees
- Receive up to four months of client-specific training and are brand experts by the time training is complete
- Are provided the opportunity to earn performance-based compensation and, as such, are committed to the highest level of professionalism
Take a Multichannel Approach
The ability to gather and analyze large quantities of information is quickly becoming a prerequisite for contact center success. Trying to provide customers with great service—and take advantage of possible opportunities for cross-selling and upselling—without big data analytics today is akin to stumbling around in the dark. Although it may seem like an overwhelming task, a multichannel marketing partner like InfoCision is equipped with the technology and know-how to sort through the noise and pull out actionable data from the mountain of information contact center interactions create.
Don’t Be Afraid to Ask for Help
We hope you’ve enjoyed our brief trip back to the contact center classroom! To find out more about what InfoCision can offer your business, please contact us. Your company may make a fantastic product or offer a great service that customers love, but that doesn’t necessarily mean that running a contact center is one of your core competencies. Trying to learn how to operate a contact center on the fly or simply “winging it” is not a good idea, just as another company trying to replicate your business model without the necessary expertise would likely end in failure. InfoCision has decades of expertise in customer service and multichannel marketing and can help you establish a first-class contact center.
Embrace Big Data Analytics
Today’s customers expect to be able to reach your company through email, phone calls, social media, direct mail and every other channel known to man. That is an expectation your organization must meet, unless you’re willing to risk losing these consumers to competitors that offer multichannel service. Customer service and marketing are evolving, and the only two options a business has are to adapt or struggle mightily.