The Importance of Delivering Contact Center Consistency

Consistency is crucial for any aspect of brand management and operations, but it is especially important for customer service. Providing a single first-class experience is great, but if your goal is to retain customers—and it should be—you have to be confident that your contact center is delivering a high quality of customer service with every interaction. But how do you ensure that your representatives handle each inquiry with care?

Consistent customer service starts with the employees delivering that service. That’s why at InfoCision we take a unique approach to hiring and training our Communicators. When you partner with InfoCision you get more than just an employee; our contact center experts become a personal yet professional extension of your own internal team and we ensure they are fully prepared. Our Communicators:

  • Have an average age of over 40 years and 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

When it comes to interactions with your business, customers have a long memory. It takes numerous positive experiences to make up for a negative one—that is, if the customer even decides to give you another chance. With that in mind, our Communicators immerse themselves in your company culture and core competencies before ever taking a call and are better equipped to handle a wide range of customer concerns as a result. Additionally, because they know your brand so well, these Communicators can consistently project the image and deliver the message that you want.

An easy way to think about best practices for contact center operations is to remember that your service is only as good as the last experience you provided. So it is critical to make sure you have experienced, professional Communicators in place to handle every call like it’s the most important your company will ever receive.

Five Attributes Every Great Communicator Needs

Every second that a call center rep spends stumbling over facts about the company’s product or putting a customer on hold to find information is a second wasted on the customer service front. And, eventually, if the customer reaches his or her boiling point a hang-up is inevitable. Just like that, another consumer is lost because the quality of customer service does not meet the mark.

Customer service reps, called “Communicators” at InfoCision’s call centers, must possess specific skills and characteristics to retain and attract customers. Here are five of the most important attributes that every great Communicator needs to succeed:

1.     Patience: Customer service reps should follow the customer’s pace. It’s important to make the customer comfortable with his or her frustrations and concerns, instead of pushing the individual and causing more confusion. In fact, putting a customer at ease can actually increase sales: 62 percent of B2B and 42 percent of B2C customers bought more after a positive experience, according to market research by ZenDesk.

2.     Empathy: Seeing a situation through the eyes of a customer is critical for a call center representative. At one time or another, all customer service reps have been on the other end of the conversation, frustrated with poor service. They must therefore learn to listen and build a bond with the customer, using whatever customer information is available to help smooth out the process.

3.     Focus: Customers want to have the call center rep’s full attention at all times. If they feel the agent is not focusing on them, they’ll be heading to a competitor for business. In fact, consumers are 81 percent more likely to return to a business after a positive service experience.

4.     Drive: A great work ethic and tenacity is key for customer service reps. By building strong relationships with customers, reps can help enhance brand value and maximize ROI for the company. Customers will remember that work ethic and continue to return instead of heading elsewhere.

5.     Product/service knowledge: The bottom line is that customers do not want to hear, “I don’t know” from a customer service representative. As such, it’s paramount that employees gain a deep knowledge of the product they are advocating through in-depth, company-specific training. If they don’t, your company’s bottom line will suffer.

What makes InfoCision’s Communicators unique in the industry? Click here to find out!