Calling All Contact Center Managers: How to Improve Your Quality of Customer Care

A successful, customer-oriented team of contact center agents don’t get that way over night. An expert team requires expert attention from a manager who uses tactful insights and business intelligence resources to the advantage of his or her team. Why is it then, that only 31 percent of organizations closely monitor their quality of customer care? With every lost customer costing a contact center an average of $243, it’s time for mangers to implement tools that aid in monitoring customer care best practices.

Below is a list of tips and tricks to improve quality of customer care and boost profit:

Leverage Data Analytics: Do more for your customers and your employees by supporting your customer care practices with actionable data. For example, combing through large amounts of data can help you create customer profiles and make strategic forecasts and predictions. These data-driven resources will help in targeting the right consumers and offering support in the most suitable way possible for specific demographics.

Celebrate Your Employees: Most workers strive for praise and crave healthy competition. Providing positive feedback on an agent’s successful customer relation will hopefully motivate fellow employees to want to match that level. Additionally, giving praise to those highly-successful employees for the stellar work they do will only inspire them further. Offering feedback will also clearly outline what is working and what is not; for instance, if you celebrate the strategic handling of an agent’s phone call that was at first going downhill, workers will understand what to do next time they are in a similar situation.

Promote Preparedness: There is nothing worse, in the mind of your customers, than a seemingly underprepared contact center agent. Improve your quality of customer care by implementing demographic scripting—a business intelligence tool used to help agents communicate effectively to different groups of consumers.

Next time you get the feeling your quality of customer care is floundering, refer to these helpful tips to get your contact center team up and running at its most efficient pace.

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 DMA and PACE. 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 highest honor, the prestigious Fulcrum Award.