Change Your Contact Center for the Better As the Season Changes

Change is all around us. The leaves are falling. The air is getting crisp. As we turn the corner into fall, feed off of the seasonal energy and update your contact center strategy.

Here are some practical steps you can take to inspire your team and boost attitude—and performance—in your contact center:

Update your call scripts: Customers pick up on the smallest details when speaking with your Communicators. So it’s vital to ensure your Communicators are inspired and excited during phone interactions. To boost enthusiasm, try updating your call scripts. You can even hold a meeting, and ask for direct feedback from your Communicators about specific areas they think should change. Get a sense of which lines are working, and which can be improved. Doing so will make your Communicators feel like they are part of the team. What’s more, it will make them think actively about the language they use when speaking with customers.

Bring in some fresh faces: The busy holiday rush will be here before you know it. And when this happens, your department may need to scale to handle larger call volumes. This year, be proactive and hire early. This will give you plenty of time to onboard and train your new hires, and to make sure they are well- prepared for the busy season. Plus, your new Communicators will bring a wave of energy and enthusiasm into your department.

Improve your KPIs: Take a hard look at your contact center metrics. Are there any trends that need to disappear along with the summer heat? Take active measures to reduce your abandon rates by tweaking your interactive voice response system or implementing a callback feature. You could also work with your Communicators to look for ways of improving first call resolution rates. KPIs may seem intimidating, but by making them a priority you could significantly boost your customer service ratings.

Innovate: When is the last time you integrated a new technology into your contact center? There are many new customer relationship management (CRM) solutions that you can use to streamline customer support, like issue tracking systems (which can capture and follow customer challenges), multichannel solutions (for communicating with customers over multiple platforms), and knowledge bases (which help Communicators share information among themselves). If your CRM solutions are up to date, it’s worth considering other small investments to make your Communicators happier and more productive. For example, you could consider implementing new headsets, phones or even chairs. It’s amazing how performance can improve when workers are comfortable at their seats.

Remember that you don’t need to have a massive departmentwide overhaul to enact meaningful change. Simply coming to work with a positive, can-do attitude will inspire others to feel the same. Let the winds of change blow through your contact center and drive improvements this season!

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, SOCAP, 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 is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.