How to Ensure the Call Center Staff Is Successful and That Customers Are Well Served
There is several ways through which the management can ensure that distant call centers for their organizations are successful and that their customers are well served. Some of these include:
Customer service staff training and development
New employees should be thoroughly trained on communication skills over the phone and online. This should be done by experienced and successful trainers who are informed properly on the area. Consistent and constant training should be done to ensure that old employees keep updated with communication skills over telephone, even when customer complaints rise training should be carried out. The staff should be trained on how to deal with emotional people, and solving problems and handling conflicts without emotions (Alan Chapman, 2009).
Staff motivation is also an important task to ensure maximum effort of the staff
Management should ensure staffs are working in good working conditions that will not stress them and affect their job performance. Well motivated staff take the bank’s job as theirs and will do their best to ensure customers are satisfied and success for the bank. Motivation is also enhanced when an employee is well paid. Ensuring your employees are well paid is mandatory. Well paid employees are proud of their employer and tend to work efficiently and effectively since they believe they will get what is theirs, which is an appropriate salary. Good working relations ensure staff is not working under unnecessary pressure that may cause their depression which would affect their work.
Appoint somebody to be in charge of management of consumer complaints handling
This will ensure that customer ca...
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...ies in personality of the candidate. Tests need to be done which include situations that trigger a lot of anger so that one can identify candidates’ reaction when provoked. Commitment can be seen in confidence and expertise skills of a candidate and these can be derived from his abilities especially in communication skills and knowledge. Moreover, expertise, knowledge and skills can be derived from both educational and personal qualifications (Slideshare Inc, 2011).
Reference List
Alan Chapman, (2009). Customer Service. Retrieved from:
http://businessballs.com/customer_service.htm
Compare InfoBase limited, (2007). Recruitment process. Retrieved from:
http://recruitment.naukrihub.com/recruitment-process.html
Slideshare Inc, (2011). Recruitment and Selection Process.
Retrievedfrom:http://www.slideshare.net/jenbarr/recruitment-selection-process-presentation
As you can see from the points above it is vital to give good customer
Without good customer service and keeping your promises, your company would have loyal customers. According to 5 Focusing Steps, “If you’re not yet sold on the idea, consider that a 2 percent increase in customer retention has the same effect as decreasing costs by 10 percent. Not only that, but it costs over six times more to get a new customer than it does to keep one.” Customer satisfaction should be a golden rule of all companies.
Call centers are typically business process outsourcing. They subcontract with various businesses; call centers are the hired party to perform services and create goods that are usually performed by in house by the company's own employees and staff. The business practice Outsourcing was introduced in the late 1980’s. I choose to do the Apple Tree Company video case because I relate to it a lot. I am licensed as an agent and insurance producer. I work for a company similar to Apple Tree. Teletech a business outsourcing company founded in 1982. My project is United Health Care. We have other projects like USSA. Pertaining to me, i take inbound calls from consumers 65 and over and help them find doctors, check medication, try to find a plan that
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
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Comcast Corporation is a company that specializes in cable networking and high speed internet access for residential and commercial customers. “Comcast Creates More Than 5,500 New Jobs as Part of Multi-Year Customer Experience Transformation” (Comcast.com, 2015). I spent a total of three years working for them in a call center atmosphere before relocating my family. This job was one of my most memorable and enjoyable mainly because they followed the management practices which allowed everyone to function efficiently. Nominally “The primary function for most call centers, also known as ‘inbound’ call centers, is to receive telephone calls initiated by customers. Inbound call centers typically spend 60–80% of their budget on staff members who handle phone calls” (der Horst, et al., 2012, 435). My days were spent with between eight to twelve hours a day attached to a desk and phone system monitoring all aspects of job performance. Comcast “today announced a new, multi-year plan to reinvent the customer experience and to create a culture focused on exceeding customers’ expectations, at all levels of the company. The plan centers on looking at every decision through a customer lens and making measureable changes and improvements across the company” ...
Within this reading it emprises on the importance of effective communication within today’s workplace, effective communication is one of the most important things to aid with workplace citizenship. Dwyer outlines various aspects that attributes to communication that help to aid in becoming a successful person in life professionally and privately and the changes in communication channels used in today’s workplace such as face to face, meetings, telephones, email and social media. Aspects such as listening, awareness, empathy, approachable, supportive and being open to others. Many of these attributes include formats of communication, such as verbal, nonverbal, graphic and how these all are essentials within the work place. Communication has seven major components within it; Sender, Message, Channel, Receiver, Feedback, Setting and Interference. With anyone of these being misrepresented can change the complete meaning of the original message. Things such as globalisation, intercultural differences and diversity are one of the crucial issues to be aware of within communication to insure that the correct meaning is delivered. The connection made via effective communication is essential within today’s workplace.
Dean, A. M., & Rainnie, A. (2009). Frontline employees' views on organizational factors that affect the delivery of service quality in call centers. Journal of Services marketing, 23(5), 326-337.
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