How environmentally friendly is your contact center? Going green is smart not only because it helps the planet, but also because it can save your contact center money. A plan to reduce waste and get the most possible out of every resource is a vital part of any good business strategy, but it’s easy to focus on the big things, forgetting that the little things add up, as well. We’ve put together a few tips to help your contact center workforce whittle away at your carbon footprint - and save you a significant amount of money in the process.
If throwing paper in the trash requires a walk down the hall but there are several recycling bins right nearby, which are your contact center employees more likely to choose? Strategic placement of recycling bins is key to encouraging your workforce to place their paper trash there. Also include recycling bins in the cafeteria and/or break room for plastics, cans, and bottles. Encourage your employees to trash as few items as possible.
Rather than using a new ream of paper every time you print or copy internal documents that won’t be seen by anyone outside the contact center, use the scrap paper in the recycling bins. You’ll use up the paper to its full capacity before sending it off to be recycled. Speaking of, make sure your staff recycles!
It might be a big cost initially, but your company will benefit in the long run. Save on office supplies like pens and paper by giving each agent a tablet. They can take and retrieve notes with ease. Their notes can also immediately be uploaded onto the company’s cloud and into a private folder, meaning that the agent can access the notes wherever they may be. And the ability to share means no need to make endless copies that some individuals will no doubt lose.
Instead of using file cabinets or desk drawers to store folders full of documents, make use of the cloud or secure company servers to save data. It’ll be easier to retrieve when needed, and save on paper ink, and toner. Plus you won’t have to keep buying more file cabinets every time you run out of space in your old ones!
Not only will this do away with all the hassles of staple removal, but it will also help tighten your office supply budget, since paper clips are reusable. Not ready to give up stapling? Invest in one that cuts the paper and binds it together, much like a staple would.
If you can, choose natural lighting sources for your office space. Not only does it reduce the need for manmade lighting, it also keeps electricity costs low and improves employee happiness. Open the blinds or (if feasible) install large windows. Installing larger windows not an option? Consider the source: Look into green ways to power your business. Install solar panels to power your lights, computers, and more.
Have your employees take part in planting trees or flowers, cleaning up local parks, or adopting a stretch of highway. Not only does this give your employees the opportunity to help the local environment but gives them an opportunity to spend time outside the office while working together for a common goal. Turn it into a competition by dividing the employees into two groups. Whoever collects the most trash/recycling (in weight) wins!
Rather than providing paper cups, plates, and utensils for your contact center workforce, buy a set of permanent kitchenware and simply add dishwashing supplies near your sink. Provide cloth towels instead of paper towels for general clean up as well. Encourage your staff to participate by putting a sign near the sink with facts about plastic ware waste (and remind them to clean up after themselves!).
Encourage employees to bring a reusable water bottle from home or to use a mug or cup for water, rather than disposable plastic bottles. Instead of a water cool, you could also install a fountain that serves both for drinking purposes and as a refilling station. Plus, it will count up and show you how many plastic bottles your company saved since its installation!
Each one of these simple tips can help you save money in your contact center, while at the same time doing something good for the environment. Using resources more efficiently doesn’t have to be hard, and that’s as true when going green as it is in workforce management. If you’re looking for a way to increase the efficiency of your contact center workforce, look no further than KOVA’s Enterprise Workforce Optimization Solutions. Contact us today to find out how we can tailor a plan to fit your contact center’s needs.
It’s a well-documented fact that dispatchers at 911 call centers can experience much the same negative mental health effects of helping others during emergencies as first responders like EMTs and police officers do. They are just as susceptible to post-traumatic stress disorder if their need for psychological support is not met.
Fortunately there are steps that public safety answering point dispatchers can take to boost their overall emotional health and relieve some of the stress inherent in their jobs. Making therapeutic lifestyle changes means time spent helping victims of emergencies is balanced with time spent in positive, calming activities, thereby helping to reduce instances of PTSD and other ill effects.
One of the most beneficial lifestyle changes a PSAP agent can make is to increase the amount of regular exercise he or she gets. Not only does exercise relieve physical tension but it also boosts “feel-good” chemicals in the brain. Just as importantly, exercise and its physical results increase self-esteem, and can give people a sense of personal control. Having a sense of control is important in the face of all that a 911 dispatcher can’t control in their jobs. Even one 30-minute walk per day can make a difference in overall happiness.
There’s just something about getting outside into nature, and soaking up the sunshine and fresh air that can boost anyone’s spirits. Research has shown that time spent outdoors in nature truly does have a calming effect on people, increasing their overall sense of well-being and even improving cognitive functions. For PSAP agents, riding a bike, going fishing, or even gardening in the backyard can all provide much-needed time letting nature work its magic. And when a dispatcher spends the entirety of their working day indoors, a little visit with Mother Nature couldn’t hurt.
Sometimes 911 dispatchers can begin to feel that nothing they do makes a real difference; the emergencies keep coming, no matter how many people are helped. Spending some time regularly volunteering in their community is a great way for them to feel that they are making a difference because giving them back some sense of control. They can also see changes being made the more they volunteer and with each project they can complete. As a dispatcher they don’t always know how the calls end, which can cause feelings of distress or uneasiness. As an added bonus, they’ll reap the benefits of the “helper’s high” experienced when doing good for others.
It’s important that public safety answering point agents don’t think they have to deal with the psychological effects of traumatic calls on their own. Feeling that they can share their experiences and emotions with others is a vital part of strong, resilient emotional health. 911 dispatchers should be encouraged to talk with other dispatchers, family members, and friends about the stresses of their job, and work to strengthen these social relationships whenever possible. The stronger a person’s support network is, the better they will be able to handle trauma.
There are a handful of benefits to meditation, or an induced mode of consciousness. These benefits include stress reduction, an increase in self-awareness, increased happiness, and improved concentration. Meditation can easily be done at home without any formal training; a quick search online pulls up helpful articles and videos that can teach one how to meditate. Taking time to meditate can improve an individual’s wellbeing overall. When the time comes to help someone in need, a dispatcher will have the prepared mindset to handle the situation.
Finally, nothing can help relieve stress quite like doing something you enjoy, just for the fun of it. Whether it’s a night out on the town, doing a fun activity with the kids, or taking an interesting new class, 911 call center agents should be encouraged to go out, let loose, and have fun doing the things they love. Looking forward to fun can act as a shield against too much negativity – and the positive feelings that will result will help them through the rough patches in their workdays.
No matter what activities a dispatcher enjoys, taking time for such activities should be encouraged by the call center. Not only will it improve overall health and happiness but work performance too!
While 911 is a nationwide phone number, the policies governing its use vary from jurisdiction to jurisdiction. Some towns allow citizens to call 911 for any incident requiring police, fire, or medical assistance, while others restrict its use to true emergencies.
But regardless of the policies in place, there are certain dos and don’ts that always apply when calling 911. Some people never had a proper 911 education while growing up, so some don't know the proper dos and don'ts of calling 911. As a service to PSAP dispatchers - to enable them to focus on real emergencies and get help where it’s needed as quickly as possible - we’ve put together a list of emergency communication tips the public should do and should not do when dialing 911.
Even if non-emergency calls are allowed in your jurisdiction, too many of them clog up the phone lines and prevent public safety answering point agents from dealing efficiently with true emergencies. Only call 911 for serious medical problems, life-threatening situations, fires, and crimes in progress. For all other situations, such as crimes where the suspect is already gone, or accidents that only involve property damage, call the police at their regular 7-digit number.
While it isn't illegal to prank call 911, a prank call to 911 could be taken over a phone call for an actual emergency, which could result in a delayed emergency response to the scene of the crime or accident, and could potentially result in death for the victim.
If all lines are busy, you may hear a recording when you call 911. Don’t hang up and call back, though – this will cause you to lose your place in the line, and you will have to wait even longer. The system is programmed to hold your call and automatically route it to the next available PSAP agent, so staying on the line is your best bet for quick help.
Instead, stay on the line and explain to the PSAP dispatcher that you called by accident. Otherwise, you’ll be placing an extra burden on the PSAP, as they are required to call you back to see if there is actually an emergency – and if you don’t answer, they will send the police out to check on you. When calling 911, it's also important to not hang up until the dispatchers says to do so in case they may have more questions that are important for you to answer.
There are many details the PSAP agent will need to obtain about your situation before help can be sent. Cell phones do not provide pinpointed location information, and sometimes 911 calls can be routed to public safety answering points that are some distance from your location, so giving a complete location description is vital. In addition, the 911 call center agent will need to obtain descriptions of the people involved in the emergency, as well as any vehicles. Becoming impatient with all the questions will only make it take that much longer until help arrives.
When answering the questions, give clear details as to what is going on so the dispatcher can effectively get you the help you need.
You may be directed to perform CPR, to hide somewhere, or to take other action, depending on the nature of the emergency. Don’t argue and don’t hesitate – 911 agents dispatchers are trained professionals, who have gone through 911 training, and who know the best way to help people experiencing emergencies. By following what the dispatcher recommends for you to do, you are helping the situation at hand.
You may feel there’s no further need to stay on the line, but emergencies are, by their very nature, unpredictable. It may turn out that you’ll need to open a door for the police, or flag down a fire truck, if they can’t find you easily. Stay on the line until the PSAP dispatcher lets you know it’s alright to hang up.
By following these six dos and don’ts of calling 911, you’ll be allowing PSAP dispatchers to focus on what’s important, and get their job done. The other victims they are able to help because of your considerate behavior will be grateful – and so will they.
It’s a fact that’s often overlooked, but it’s true nonetheless. A victim’s very first point of contact in an emergency is not the policeman, not the EMT in the ambulance, and not the firefighter. The first person they tell about their emergency, and the first person they receive help from is the 911 dispatcher.
Any emergency is bound to leave the victim traumatized in some way. From feelings of helplessness or depression, to rage and even post-traumatic stress disorder, a certain level of emotional turmoil is simply to be expected after experiencing a crime, accident, or medical emergency.
However, it’s now been shown that the way the dispatcher at the public safety answering point handles the call can actually have an effect on the severity of the trauma sustained by a victim long-term. Because of these findings, it’s important to train 911 dispatchers to answer calls with that responsibility in mind.
An emergency communications agent’s handling of a call sets the stage for the victim’s experience with every emergency responder he or she will encounter that day. If the dispatcher is hurried or rude, it can make the victim hostile towards or wary of all other public safety officials they need to interact with during their emergency. With that lack of trust compounding the natural stress of the situation, as well as the irritation at not being treated with understanding, the traumatic effects on the victim can actually be made significantly worse in both the short and the long term.
If, on the other hand, the dispatcher demonstrates empathy during the call, it can go a long way towards diffusing the stress of the situation. When emergency responders arrive on-scene, the victim will feel more positively towards them, and the overall trauma of the event is reduced. After an emergency, people who have called 911 often talk about their experience with the dispatcher, either expressing gratitude for their caring help, or outrage at their uncaring attitude. Those whose interactions were positive are more likely to feel less traumatized by the entire incident.
What steps can your PSAP dispatchers take to ensure that the calls they handle are positive experiences for the victims? Here are a few effective tips for dispatchers to keep in mind:
For 911 dispatchers, emergency calls are routine – they hear from people experiencing the same kinds of emergencies every day. But for the person calling in, this is most likely the worst day of their life, and something they’ve never gone through before. Keeping that in mind can help agents deal appropriately with each new caller.
Since every call is a new, traumatic situation for the victim, it's best to teach your dispatchers to be understanding and remain calm during the call. This will help their overall feeling and experience of the emergency to not be as negative in their mind, since they had a helpful dispatcher get them what they needed.
In an emergency, there may not be time to convey empathy with words, but dispatchers can still show they care through the tone of their voice, and the way they handle the call. Every little touch of empathy and compassion that can be added to an interaction will help diffuse the stress.
If agents are stressed themselves, they will be less able to demonstrate compassion towards their callers. Encourage your dispatchers to take measures to reduce the stress in their own lives. When it comes to emergency situation handling, be sure to train your dispatchers with this thought in mind. They are there to help the person/victim on the other line, and in doing so your dispatchers must remain calm and not be stressed out.
By keeping these three tips in mind, your PSAP dispatchers can help to lessen the traumatic impact of each victim’s emergency. And when those victims tell others about their experience, they’ll be the ones gushing about their gratitude towards the kind, caring 911 agents who helped them through it.
Could the public ever contact 911 for help via Twitter or Facebook?
Though public safety answering points are far from implementing that service now, it’s actually something that’s being mulled over by key figures in the industry.
Social media is already being tapped for a variety of public safety uses but there are major challenges that PSAPs would be confronted with if they enabled the public to use social media to ask for help with emergencies.
Right now emergency responders use social media to disseminate or gather information. In the event of an emergency, public safety agencies can notify the public via posts on Twitter, Facebook, and other social media outlets. Because these posts have the potential to reach large targeted audiences quickly social media can be truly valuable in a dangerous situation. From warnings about road conditions in bad weather to instructions and updates during an unfolding public safety-related event, social media announcements can actually save lives.
The police and FBI use social media to gather information about crimes. They comb Facebook and other networking sites looking for people who are bragging about a crime they just committed – or maybe even posting pictures or videos of themselves in the act. Social media can also help them tap into the collective knowledge of entire communities. Oftentimes people post pictures of large-scale emergencies as they’re happening and emergency responders can utilize that intelligence in handling the situation. And it’s not uncommon for police to post a picture or video on Facebook to ask the public whether anyone recognizes the criminal.
There are situations where calling to request is impossible as it puts the individual in even more danger, such as during a kidnapping or domestic violence. Instead of attempting to seek help through messaging a police station’s Facebook, text a friend and have them call for help. Post a status on Facebook (and tag individuals so they will be alerted). Still, the best option is to call 911, turn the volume down, and leave the line open so dispatchers can hear what is going on.
Before 911 contact centers could consider responding to pleas for help via social media, there are several obstacles that would have to be dealt with.
First of all, there’s the issue of response time. When a person calls 911, they expect an immediate answer and help within minutes. But with social media, there can be a time lag between posting a request and getting a response. Meanwhile, the person in trouble won’t know whether their post has been seen yet. Just think of the usual response times for companies answering a customer question on their Facebook page 24 to 48 hours or more! A 911 Facebook page would have to give instantaneous responses.
That leads us to the next problem: staffing. In order to effectively monitor social media for requests for emergency help, a dedicated workforce would need to be put in place to scan all social media feeds around the clock and handle emergencies as they arise. This workforce could not be comprised of people already busy answering the phones because response time would be compromised for those calling in. Budgets would have to be adjusted accordingly, which is never conducive to making a change.
Finally, important information that can be gathered from a phone call such as location, is not as easy to obtain from a social media post. If someone posts a request for help without mentioning their location and is then unable to continue the conversation due to the nature of the emergency it would be just about impossible to locate them.
The use of social networking sites such as Facebook and Twitter has already proven to be very effective in helping public safety agencies disseminate and gather information. As far as giving 911-style help via social media, who knows? With advances being made in technology every day, it may not be too long before there’s an app for that, too.
It’s probably every contact center supervisor’s least favorite thing about their job: handling escalated calls. By their very nature, these calls are unpleasant at best, and day ruining at worst. Whether it’s the customer who’s demanding to speak to a supervisor, or the call center agent who has given up trying to solve the problem and is passing the call to you for help, it’s bound to be a challenging conversation. Luckily, there are ways to diffuse the situation and make that escalated call go as smoothly as possible.
Before you take the call, take a moment to prepare yourself mentally for it. If your first reaction to an escalated call is a feeling of dread or even anger about having to speak to this awful, rude person, your attitude will come through in the way you speak – and both you and your customer will get even more upset. Instead, take a deep breath, and realize that no matter how badly they’re behaving right now, the person on the other end of the phone line is just a human being, who has a problem that needs solving in order to feel better. Approaching the conversation in this way will allow you to take the call in problem-solving mode, instead of going on the defensive.
There’s nothing that makes an angry customer angrier than having to repeat their story over and over again to new people who haven’t been briefed on the situation. Make sure that you understand clearly what the problem is, as well as what the agent has already tried. Here as well, it is important to try to separate the person from their problem, and find out what the objective facts of the matter are. Another good idea is to find out what the customer’s mood and tone were at the beginning of the call, and what they are now, to see if you’ll need to do any damage control.
You should come up with two types of goals for this call – a customer satisfaction goal and a problem-solving goal. For the customer satisfaction goal, determine what emotional state the customer will need to be in to accept your offer of a solution. Also, decide how you want the customer to feel about you and your company after your call is over. Then use these goals to guide your words. For the problem-solving goal, decide what resolution you want to have achieved by the end of this call, and then act accordingly.
When you take the call, you should have two things in mind as to how you want to sound to the customer. First of all, you want to come across as positive and confident in your ability to solve this problem, so that the customer can trust you. Secondly, you want to show your concern for the customer, and empathize with their situation, so that they feel understood.
Chad Carden, president of the CardenGroup, a company that inspires effective communication, offers a step-by-step process on how to de-escalate a situation.
Carden’s steps are:
Using these tips and Carden’s process as a basis, you can craft your own de-escalation battle plan. When you get a particularly difficult call, you will have a guide you can follow. You are now ready for any escalated call that comes your way! With just a little preparation, these once dreaded calls can become just another call in your day. And who knows? After turning so many customer frowns upside down, you may just begin to enjoy them.
As anyone who works at a public safety answering point knows, holidays are always a time of increased emergencies. Emergency call centers are on high alert when the weather takes a turn for the worst, people are traveling, alcohol is being served at parties, heaters are in use 24/7, and holiday decorations are up. Put together, it can be – and often is – a recipe for disaster, when certain precautions are not taken.
So what steps can you recommend to family and friends to help prevent holiday emergencies from occurring? We’ve put together a helpful list of things to keep in mind so they don’t end up having to call your PSAP this holiday season.
With so many people travelling for the holidays, whether it’s to stay at Grandma’s for a couple of weeks or just to visit friends for a few hours, it’s no wonder that this is the time when, according to the FBI, almost half a million burglaries take place each year. In order to minimize chances of a break-in, make sure your doors and windows are locked when you leave, even if it’s just to go to the store. Give the appearance that someone is home by leaving a TV or radio on, and putting lights on a timer. If possible, keep a car in the driveway, and ask a neighbor to pick up your mail and maybe even shovel snow while you’re away. Also be mindful when holiday shopping!
According to the National Fire Protection Association (NFPA), fire departments respond to an average of 210 homes each holiday year. Doesn’t seem like a lot? Consider that those fires caused $17.5 million in property damage from 2009 to 20013. Not including the 1,000 people who are injured by the tree alone!
Be smart when choosing your Christmas tree by relying on safety tips. Make sure that needles don’t fall off in large quantities and that the base is still sticky with resin; the fresher your Christmas tree is, the less likely it is to be a fire hazard. Once you bring it home be sure to keep it in plenty of water to keep it fresh as long as possible and place it in a location well away from fireplaces and heaters.
Before decorating the tree, the outside of your house, or anything else with Christmas lights, check to make sure the wires, sockets, and connections are all in good condition. Before leaving the house or going to sleep, all lights should be turned off. And finally, be careful never to decorate a metallic tree with electric lights – one faulty light can cause someone who simply touches a tree branch to be electrocuted.
And it’s not just the lights you have to worry about. According to the U.S. Consumer Product Safety Commission, there is an average of 250 injuries a day during the holidays—that averages to be about 15,000 decorating-related injuries per year.
It goes without saying that you should keep an eye on your own alcohol intake during the holidays, as at any time. But if you are throwing a holiday party, be a responsible host by making sure your friends have a designated driver and not letting anyone drive drunk or even tipsy. Offer plenty of non-alcoholic drinks at your party as alternatives and watch your friends’ consumption so that they don’t overindulge.
If you are going out to a party, the same rules apply: Make sure you have a designated driver (or cab or Uber) and keep in mind how many drinks you have. Going to a public place? Always keep an eye on your drink and get a new drink if you leave yours unattended even for one moment. Utilizing these tips will ensure that you have a fun and safe time!
When the weather outside is frightful, people break out the space heaters – which can cause fires if they malfunction, tip over, or are placed too close to anything flammable. The NFPA reports that candles start about 38 percent of home decoration fires and 51 percent of December fires started by candles so be sure never to leave one unattended. And with all the hustle and bustle of cooking for the season, fires can start in the kitchen. Keep an up-to-date, non-expired fire extinguisher handy. The most popular holidays for home cooking fires are Thanksgiving, Christmas Day, and Christmas Eve respectively.
By taking a few precautions, the holidays can be a safe and happy time for everyone – including public safety answering point personnel. Happy Holidays from all of us here at KOVA Corp!
These days, it’s not enough to simply provide good customer service – you want to ensure that your contact center’s customer service is distinctive.
It’s one thing to build rapport with customers on the phone, where you are able to listen empathetically and speak reassuringly. When providing customer service via social media, however, the situation can be a bit more complicated.
That’s why we’ve put together a list of tips for providing outstanding customer service on social media, as well.
1. Don’t hesitate to mix phone and social media. Interactions taking place via social media don’t have to stay that way – if the situation warrants it, have agents ask for the customer’s phone number and give them a call. They’ll be flattered that they went to the extra trouble for them, and being able to speak rather than type may expedite the resolution of their issue.
2. Be clear about your social media operating hours. Some businesses may be able to keep their social media contact center open 24/7. But if yours has set hours, be sure to have your contact center workforce let your customers know what they are, clearly and repeatedly. That way, they won’t get frustrated waiting for someone to answer when nobody’s there.
3. Work closely with your company’s PR department. The voice and tone your company uses on social media should remain consistent, whether you’re announcing a new special or handling a customer service issue. Make sure that the customer service you provide “feels” like your brand to customers, and corresponds with your company’s image and values, as well.
4. Follow up on negative comments. It’s tempting to ignore or even delete these, but negative comments can actually be the starting point for a great relationship with a customer. Have agents respond publicly to the criticism, and do their best to make it right. You may just win that customer back, more loyal than ever.
5. Bond with your customer. It can be harder to convey feelings such as empathy via social media, so it’s important to go the extra mile when it comes to creating rapport with your customer. Ask your contact center workforce to inject some personality into their responses, and even humor, if that’s possible in the situation. They can also ask friendly questions other than those immediately related to the matter at hand, to begin forming a relationship with this customer. The more the customers feel they’re dealing with a friend, the better.
6. Log all interactions in a customer database. That way, each time the same customer contacts your center, anyone communicating with him will have access to his past interactions with the company, and be able to make him feel as if he has a personal relationship with them. Customer loyalty increases when customers feel valued in this way.
By putting these six tips into practice, you’ll be on your way to providing amazing customer service via social media. And who wouldn’t want word to get out online that their contact center workforce provides not just good customer service, but distinctive, uniquely helpful, and incredibly friendly customer service?
Whether your call center is a customer service desk, a tech support center, a public safety answering point, a sales division, or anything in between, the most important aspect of each agent’s job is listening.
Think about it. Yes, they’re there to fix problems, make sales, or help people. But all of those things are impossible to do without that vital first step – listening effectively to the person on the other end of the phone.
We hear about the importance of good listening skills all the time, but isn’t it strange that almost no one ever actually teaches people how to listen? We learn to read, write, and speak effectively in school, but classes on effective listening are extremely few and far between.
We’d like to change that today, by offering you this list of the five stages of effective listening, and how to train your agents in each one, whether you run a PSAP or a contact center.
Stage 1: Receiving
At this stage in the listening process, the agent should be focused on receiving the caller’s message. This entails more than just hearing the words, however: agents should try to receive what the caller is actually saying, but also what their unspoken, underlying message is. It’s important that the agent listens both to what is said and what is not said. Omitting certain things can be just as significant as talking about them. It is also vital that the agent listens to the caller’s tone of voice and other nonverbal cues – they can be just as telling as words, and sometimes even more so. In order to help agents receive the message in each call effectively, have them focus entirely on the call. There should be no distractions in the environment around them, they should be sure not to interrupt the caller, and they should avoid trying to plan out their response in advance, instead focusing all their attention on the speaker.
Stage 2: Understanding
Making sure agents truly understand the caller’s message is the next step. Train them not to make assumptions or judgments about the caller’s message before they hear it completely, as that might cause them to misunderstand. The best way to ensure true understanding is to ask the caller questions if clarification is needed, and then restate the message back to them for verification.
Stage 3: Remembering
In order for an agent to be able to take action in response to a call, he or she must be able to remember the entire message. Teaching agents to focus on finding the central idea or ideas in a caller’s message, and organizing information heard into easily remembered categories, will help them to keep all the key points of the call in mind as they search for a solution.
Stage 4: Evaluating
This stage can be the most difficult of all. Evaluating a caller’s message requires that an agent be able to distinguish fact from opinion, as well as whether the caller might have any bias or slant coloring their perception of things. Train agents to listen for certain words or statements that indicate such a bias or personal interpretation of events might be in play.
Stage 5: Responding
It’s important for agents to respond to their callers throughout the conversation by giving small affirmations to show they are listening, such as “I see,” or “mm-hmm.” But don’t let them give in to the temptation to complete the person’s sentences for them. And finally, teach your agents to focus completely on the other person in their final response, using what they’ve just listened to so effectively as the guide for responding to their needs in the most appropriate way for their individual situation.
Contact center workforce management is a true balancing act. What with all the intricacies of scheduling, the heavy workload of call monitoring and training, the high standards of customer service, and the expectation of short call times, it can sometimes seem overwhelming. Wouldn’t it be nice if there was a way to take control of the situation? Not to have your schedule rendered inefficient by random call volume fluctuations? Not to be forever reacting to customer complaints?
There is. And it’s as simple as changing your mindset towards your contact center. What is this magic solution? Be proactive.
Most contact center workforces spend their days reacting to customers, whether to their questions, their complaints, their technical issues, or their new orders. But by changing the main focus of a contact center from providing reactive customer service to providing proactive customer service, contact center supervisors suddenly exercise more control over their staff’s daily workload, reduce costs by scheduling more efficiently, and as a bonus, customers are happier, as well.
So how can you make your contact center more proactive? Create a strategy of proactive contact. Don’t wait for your customers to call you – call them first, before they have the chance. Here are four different ways to make your customer service proactive.
1. Keep customers informed. Sending emails or setting up automated calls to let customers know what’s going on will go a long way towards reassuring them that progress is being made, and that they’ll be told instantly whenever there is a change in status. With a system like this in place, customers will not feel the need to call in nearly as often as they would if they were in the dark about their order or shipping status, their utility service restoration, or their claim status, for example.
2. Manage expectations proactively. If your company is aware of a problem, such as a canceled or delayed flight, or some other service or account related issue, contact customers who will be affected by the issue before they even know about it. By being the first to inform them of it, and at the same time offering an immediate solution, customers will be much more likely to think highly of your customer service than if they had to call in to complain themselves.
3. Anticipate your customers’ needs. There are certain transactions that almost always need to take place once a specific trigger has occurred. Rather than waiting for customers to call in on their own schedule to take care of these items, contact them as soon as the trigger presents itself. For example, in the case of a past due bill, you could immediately offer the customer payment arrangements.
4. Surprise customers with valuable information. Rather than passively waiting for customers to call to upgrade their service or plan, actively let them know about their options. Use their account history to recommend a better choice of service to fit their needs, or tell them about new products or services that they might find useful.
By taking care of these common instances of interactions with customers with outgoing calls, you can reduce the number of incoming calls to your contact center, thereby making scheduling easier and more efficient. This saves your company money, while at the same time providing better customer service than a reactive approach ever could.
