In the customer care space, there is always room to improve. Even if you’re part of a company that’s proven success year after year, you can still be doing something more to intrigue potential customers and surprise and delight the existing ones.
As such, there is simply no better time to ramp up your customer care strategy than the first few months of a fresh new year. With that said, let’s explore some key ways that you can improve the customer experience this year…some of them might be easier than you think!
- Build more relationships: This tactic doesn’t require advanced technology or a complex strategy. It simply involves employing Communicators that are dedicated to their roles and excel in connecting with consumers on a deeply human level. In other words, to build stronger relationships this year you must continuously remind your Communicators to simply act human rather than a robot merely reading from a script. Simple changes like this can drastically improve your performance.
- Pay closer attention: This means both supervisors and Communicators must stop and smell the roses more often. In the customer care world it’s all too easy to get caught up in a whirl-wind of a never ending call-queue and forget to be truly present during conversations with consumers. Practicing active listening can noticeably improve problem solving skills, as employees are challenged to think on their feet while remaining calm and collected.
- Be consistent with quality: Making sure that every Communicator is as well-trained as the strongest employee is crucial to maintaining consistency. After all, employees should be able to answer the questions and resolve the problems of any customer, not just the ones of which they are most comfortable. As such, cross training employees to be well-versed in a multitude of specialties is critical to maintaining a high quality of customer care across the board.
- Take advantage of technology: In 2016, contact center leaders and their employees must fully embrace technology. Ignoring the tools available on your computer is no longer acceptable, as technologies, such as predicative analysis or skills based routing, will be necessary to advancing your level of accuracy when speaking with customers. As well, utilizing technology in the contact center will help you maintain relevancy and keep up with, if not out pace, your competition.
- Evaluate services frequently: If you aren’t already auditing your customer care strategy then you’re making a mistake. Executing audits regularly will help you pinpoint any problem areas and address them much sooner than if you had remained unaware of the situation for a longer period of time. As such, using a third-party auditing service that provides detailed feedback and agent scoring will help contact center leaders guide employees who are struggling and commend those who are doing well.
Make this year one to remember, and one that your customers will too! Heed the tips above and you’ll be on the right track in no time.
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.