It’s Not About How the Call Starts, But How it Finishes

It’s amazing how much technology the average Joe has available at his fingertips today. While it’s convenient that such advancements have mainstreamed through our society, many users are still unfamiliar with the functions of the products and services they implement each day (consider your grandfather with his new iPhone 6). For this reason, when something goes awry, a first step taken usually involves furiously dialing a customer service number.

So, how will your quality of customer service match up with an infuriated patron like this? Highly trained personnel and a comprehensive business strategy can help turn what started out as a customer service nightmare into a customer’s dream.

This is something that Forbes contributor Micah Solomon elaborated on by discussing the hiring strategies businesses should consider in order to provide superior customer service. It came down to trait-based hiring, he argued, which means selecting representatives who have the right personality characteristics necessary to deliver stellar customer service. This is a key component in contact center staffing.

We couldn’t agree more. As such, we place the utmost attention on training our Communicators, or our staff of representatives comprised of professionals who’ve made their role as a Communicator a career. Our employee retention speaks to our customer retention in that the quality of training our Communicators receive boasts for better customer service interactions. We assign our Communicators to clients based on strengths and expertise, and our staff is strategically trained in handling conflicts in a mature and professional manner.

Besides the value our Communicators add to the customer service experience, our business solutions prove that we are dedicated to serving best-in-class contact center services. For instance, take advantage of Quality Check to evaluate your company’s call center operations and provide data and strategic remedies to problems that may be occurring.

Perhaps grandpa will never understand how to FaceTime, but at least offer him unmatched quality of customer service. Click here to learn more about improving your customer service practices.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.