Maybe they’re born with it…Maybe It’s Excellent Professional Development

No two Communicators are the same. Some Communicators were simply born with social intuitiveness and an aptitude for customer care, while others need a bit more TLC to reveal their inner greatness. Don’t give up on a Communicator just because he or she has had a few hiccups along the way. After all, you want to make sure you give all of your employees a fair shot success. That being said, you must provide continuous professional development to ensure that all Communicators within your organization are achieving performance standards. Below are just a few of the qualities and skills you want to instill in your Communicators:

  • Positivity: It’s often difficult to stay positive with a challenging customer on the other end of the line.  Coaching your Communicators to use positive communication techniques will help them take control of a negative conversation and achieve timely resolution for the customer.
  • Attentiveness: To provide great service, Communicators must have the ability to really listen. Listening doesn’t just mean paying attention to what the individual is saying, but it also means reading in between the lines. For example, when a consumer says that he or she is having trouble finding a particular feature within your businesses product, what he or she is really saying is “please improve your user interface.”
  • Product knowledge: One of the most important skills Communicators need to have is product knowledge.  After all, how can Communicators help customers resolve their problems if they don’t know the product like the back of their hand?

By providing dedicated training for Communicators, you’ll be able to coach and develop skills in individual employees, which ultimately helps the entire team achieve its potential.

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.

Three Reasons Contact Center ROI Might Be Alluding You

As a business leader, is there anything more frustrating than investing in best-in-class business solutions and not being able to realize their full potential? Take the contact center space as an example. Perhaps you’ve invested in third-party contact center solutions provider to augment your customer service, but you aren’t yet reaping the ROI. Is it possible you haven’t chosen the right vendor? Or, is it likely you haven’t presented the provider with the necessary information about your company and offerings to enable them to fully support you?

Below are three reasons why your organization’s contact center ROI might be slipping through the cracks:

1) Agents Are Operating with Limited Product Knowledge: By leveraging a third-party provider for your contact center operations, your consumer inquiries will be answered by outsourced agents rather than your internally trained employees. How can you ensure they will properly address problems and concerns? To begin, make sure you are arming them with ample information about your company. Just last year, Temkin Group reported that 63 percent of companies expected to spend more on customer experience practices than years prior, meaning customer service is more vital to your company’s success than ever before and poorly informed agents can hinder growth. As such, rigorous client specific training is a must have in contact center services. To guarantee your representatives are boasting ample client expertise try offering client-specific training. Solutions such as skills-based routing allow our expert Communicators to work with clients according to their personal experience and strengths.

2) Representatives Lack Requisite Professionalism: While it is crucial to ensure your agents are adequately informed of your business’ corporate philosophy and services, this expertise is nothing if not delivered in a professional manner. Consumers expect their service experiences to be efficient yet still sensitive to their personal needs. According to Walker, consumers of the future will “expect companies to know their individual needs and personalize their experience.” Consumers want the representatives who service them to have an implicit understanding of their needs. Ensuring your agents are caring and professional will boast increased consumer retention. For example, implementing quality monitoring solutions will allow businesses to observe skills and level of professionalism employed by agents.

3) Outbound Marketing is Not Targeted: Businesses cannot expect contact center services ROI if their market is not targeted correctly. For starters, companies must identify their consumer base in order to create a comprehensive marketing campaign. Utilizing Business Intelligence analytics can help pinpoint your clients’ top consumers and subsequently structure your marketing campaign around this information. By leveraging tactics such as market segmentation, clients attain the ROI they set out for when initially outsourcing to contact centers. Grouping consumers together based on similar attributes enables organizations to better target customers and reach a wider market. Setting your aim at the right market early on will not only drive development within your business, but it will also serve as a key factor in ensuring your consumers’ satisfaction if they feel as though their service experience was a personally enriching one.

End the headache-inducing process of poor contact center services–not only for you, but more importantly for your customers’ sake. The right solutions are more attainable than you think. Why let contact center services ROI slip away any further?

To kick your customer service into high-drive this year, click here to learn more about how you can maximize your contact center services ROI.

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.