A bipartisan team of Washington lawmakers recently unveiled a bill meant to penalize organizations that outsource U.S. contact center jobs to other countries, called the “U.S. Call Center and Worker Protection Act of 2013” (S. 1565/H.R. 2909).
Supported by Senators Robert Casey (D-PA) and Tim Johnson (D-SD), and House of Representatives Democrats Tim Bishop (NY-1), Mike Michaud (ME-2) and Gene Green (TX-29), along with House Republicans David McKinley (WVA-1), Michael Grimm (NY-11) and Chris Gibson (NY-19), this bill approaches the issue of overseas contact centers from various angles.
First of all, it would create a “bad actor” list of American companies whose contact centers are in foreign countries. This list would be maintained by the Department of Labor and available to the public. Any company on this list would not only be ineligible for federal grants, subsidies, and guaranteed loans, but would remain ineligible for three years. In addition, companies not on this list would be given preference when awarding civilian and defense-related contracts. Companies that moved their operations back to the United States would, however, be allowed to have their names removed from the list.
Secondly, the “Press One For America” section of the legislation would require call center agents overseas to disclose their name and the physical location of their contact center at the beginning of each call; saying, for example, “Hello, this is Ryan in Manila.” The bill then gives the consumer the right to request that his call be transferred to a contact center located in the United States.
Communications Workers of America Senior Director George Kohl explained: “This bill would not stop a corporation from moving jobs overseas, but it makes it clear that those that don't want to keep good jobs here in the U.S. won't be able to benefit from federal grants and guaranteed loans. There should be no more handouts from taxpayers for those who choose not to invest in American workers.”
The creation of this bill was motivated by the ever-growing number of American contact center jobs lost to overseas outsourcing. “Outsourcing is one of the scourges of our economy and one of the reasons we are struggling to knock down the unemployment rate and reduce the number of Americans who are out of work. We can't prohibit it, but we can certainly discourage it,” said Representative Tim Bishop.
Another reason for its development was a recent report on the prevalence of data security issues at call centers in other countries, putting Americans at risk for identity theft. According to this report, released by the Communications Workers of America, call center employees in centers overseas have been caught stealing credit card numbers, mortgage information, and medical records.
According to the CWA, “Action by legislators at the state and federal level is essential because the consequences of offshoring are destructive in many ways, devastating individuals, communities, and the nation.” The “Press One for America” bill would take decisive action against companies that outsource contact center jobs to other countries. What are your thoughts on this proposed piece of legislation?
Teamwork is an important part of the workings of any contact center. The individual performance of each agent is, of course, vital to an organization’s success, but each individual should never lose sight of the fact that they are a member of a larger unit and that their interactions within that team have a very real impact on their team’s performance as a whole.
If you have a team in your contact center that is underperforming, it can be hard to know how to help them improve their teamwork. It’s one thing to train and coach an individual on their call center skills. It’s quite another to help an entire group of people learn to work together effectively.
To help, we’ve compiled a list of tips to assist you in getting any underperforming team back on track and moving forward again, together.
You already know which results are not being achieved and which goals are not being met – what you need to do now is identify the actual behavior causing these lackluster results. Is your team not working to build rapport with customers? Are they not communicating important information to each other? Maybe they’re not asking customers about their further needs? Diagnosing the problem behavior is a vital first step in improving performance. To do so, sit down with each team member and have a one-on-one conversation regarding their performance, the team’s performance, and the individual’s view on what the issues are. Then, identify points of consensus among the team and discuss these points in an all-team meeting. Have them be part of the creative process in improving their performance. It will work better if they are involved!
When you say teamwork, you may mean individuals working together closely in a coordinated way, like an orchestra or even a football team. If your team members think of teamwork as individuals simply providing moral support for each other as they all work separately, this is an issue and this disconnect will cause problems. Let your team know exactly what you expect them to do as a team so everyone is on the same page. It may help to conduct a teambuilding exercise to show each member that they need each other to achieve a specific goal, and that they need the strengths/talents of each other team member to succeed.
Effective teams have certain methods of interacting with each other that produce the desired results. Where is your team missing the mark? Do they all get involved in the decision-making process? Do they all feel a sense of shared responsibility for the team’s results? Do they understand why the team exists? Are they willing to try new things? Do they discuss issues early on before they become real problems? Finding out where things are breaking down will allow you to lead your team towards improvement in that area. Again, it is important to get your team involved in this process. As an outsider, you may have an idea of what’s missing, but the individual members have a first-hand point of view. Their feedback is crucial when it comes to making changes.
Discussions of ideas and opinions are important to the function of a team, but the way each person’s ideas are treated will affect participation and morale. Do holders of the majority opinion shut down the minority’s comments disrespectfully? Rather than bringing about consensus, this leads to resentment and a lack of commitment to the team’s goals. Help your team learn to hear everyone out, by taking every comment seriously, giving it the consideration it deserves, and never allowing disagreements to become personal. If you find that discussion alone does not help, there may be more under the surface that is causing these issues and it could be time to call in a third party to assist in handling the situation.
Every little step in the right direction is a milestone that should be recognized. It can take time for groups to learn to work together effectively, especially if they have a history of dysfunction. Be sure to celebrate every single accomplishment on the way to your final goal, to keep your team motivated and moving forward together. These recognitions don’t have to be grand; a simple “Thank you!” goes a long way in boosting and maintaining the morale of a team. When a team overcomes a hurdle or meets an important goal, consider a bigger celebration such as a catered lunch.
When it comes to managing an underperforming contact center team, the worst action you can make is to place blame and attempt to correct the problem on your own. Dissect the issue at hand by getting feedback from the team and their view on why the team is underperforming. They can provide insight you don’t have and help come up with a plan to improve. If they participate in making the changes, it will be more likely to stick.
Ensuring that the team managers in your contact center are performing at high levels is essential to the success of your entire operation. Team managers work in close contact with your agents, so strong leadership skills are vital in inspiring them to do their best as well. Unfortunately, agents often cite incompatibility with team managers as a reason for high turnover rates.
What can be done to improve the leadership skills of your contact center’s team managers? We’ve put together a list of several ideas that can help.
1. Show respect. When an entire organization has a culture of mutual respect, it shows. If you make a point of being courteous to your team managers and everyone else you come in contact with, they will treat their teams the same way. When people are made to feel important and treated with respect – whether agent or team manager – they are more likely to take real pride in their duties and achievements.
2. Match personalities. If at all possible, try to custom-build each team to mesh well with its team manager. By observing your managers’ personalities, as well as their strengths and weaknesses, and then matching those to the personalities, strengths, and weaknesses of your agents, you should be able to create teams destined to work well together from the start.
3. Offer help. Team managers may be unwilling to ask for help when they need it, to avoid appearing incompetent or weak. Be sure that team managers understand that your door is always open, and that your contact center values communication. The more comfortable they feel reaching out to you in tough situations, the more they’ll be able to learn, and the better they’ll perform.
4. Reward good performance. Just as agent motivation can be increased by offering prizes, so can team managers’ performance be improved through some sort of tangible reward. Whether that’s some sort of public recognition, like a certificate presented during a meeting or the team manager’s picture on the wall, or a gift, like a mug or even a small bonus, attaching good leadership skills to prizes will really make them something to strive for.
5. Stay positive. Even if there’s bad news to be shared, staying positive will not only help your team managers to keep up their own morale, but it will give them the ability to spread that positivity among your agents, as well. Nothing can be gained from negativity, so setting a good example for your team managers is the best course of action.
6. Provide them with the right technology. Even the best team managers can’t do their job well without the right tools. Make sure that yours have access to workforce management solutions that allow them to easily schedule, train, and monitor their agents. KOVA offers a fully integrated, completely customizable software solution that will give them the ability to do just that. Whether you’re looking to analyze customer interactions, improve workforce performance, or optimize service processes, our Impact360 Workforce Management solution will provide you and your team managers with the right tools to get the job done. Contact KOVA today for more information!
Many contact centers treat all customers equally, whether they’re brand new customers who’ve just spent their first $5 with the company, or die-hard, loyal fans who’ve spent thousands with them over the years.
While everyone who calls in to your contact center certainly deserves the same level of customer service in terms of the polite, respectful handling of their call, it just makes good business sense to give special benefits and perks to the customers who make up the lifeblood of your company.
There are several ways this can be accomplished, but one of the easiest - and most appreciated by high-spending customers - is simply to move them to the front of the line when they call in. Contact centers have different options for implementing this change, but each has its pros and cons.
1. Provide a VIP phone number. Rather than requiring your high-value customers to call the same number as everyone else when they need assistance, give them their own special hotline, staffed by members of your contact center workforce who are trained to handle their calls as swiftly as possible, while at the same time deepening the relationship with each customer. Even if they never need to call in, simply knowing that help is only seconds away is a significant perk for many.
The benefits of establishing a VIP phone line include its ease of installation, the fact that only a few of your agents will be needed to staff it, thus keeping any disruption of regular contact center activities to a minimum, and the fact that it is an effective way to provide superior customer service to your best customers.
There are some drawbacks, however, as well. You’ll need to be very clear as to which customers will have access to the new number, establishing strict limits for its use, or it will soon be just as busy as your normal number. It is also vital to consider carefully how you’ll give out this special number – posting it on your website, for example, is an open invitation to anyone to call. And finally, if someone posts the number online or shares it with their friends and family, your contact center workforce will once again have no way of differentiating between the actual high-value customers and everyone else.
2. Route customer calls via IVR. By adding an extra option to your IVR system, callers will identify themselves as high-value before they ever reach your contact center workforce. You could, for example, ask them to press 1 if they are new customers, and 2 if they are repeat customers.
While there is still a margin for error here, since a customer could push the wrong number, there is no danger of a special hotline number becoming public. But one drawback is the fact that there’s no way of knowing whether a repeat customer who spends $1000 a week with you is waiting behind one who only spends $100 a week at your establishment. Tweaking the message to determine the best way to divide customers will take some time and effort, but rewarding customer loyalty by giving them faster service is an effective tool in retaining your best customers.
Whether your contact center’s busy season comes around the holidays, in the summer, or any time in between, at some point in the year, a spike in call volume will probably necessitate the hiring of some seasonal staff.
But how do you find the right employees to take those all-important peak season calls? And just as importantly, how do you find enough of them? It’s one thing to go through a careful hiring process to find one or two promising new long-term employees, but finding multiple solid short-term workers at once can be tricky, so we’ve put together a list of seasonal staffing tips to help you find sources of peak season help.
1. Returning Staff: Who were your best seasonal hires last year? Give them a call to see if they’re free again this time around. They just might be looking for extra work again. And find out from all of your seasonal employees this year whether they’d be willing to come back again the next time they’re needed – making extra sure you have all their contact information. One benefit of returning staff is the fact that they’ll be able to hit the ground running, with only a minimal training period to refresh their memories. Another? You’ve already seen them in action, so you know exactly what you’re getting.
2. Part-time, Not Full-Time: If you advertise the fact that you’re hiring – but only for full-time positions – you may not get as large a pool of applicants to choose from. Many seasonal workers, such as housewives or students, are only looking for a part-time way to make some extra money, and can’t commit to a full-time position. The larger your pool of applicants, the better choices will be available to you – and if it turns out that your flexible scheduling does allow them to come on full-time after all, it’ll be a win-win situation.
3. Staff Sharing: Look at the businesses in your community – and not just the other contact centers. Which ones have their slow season during your busy season? You could contact them and discuss a deal where you hire their temporary employees when they’re no longer needed at that business, and vice versa. That way, both of you are assured a steady stream of quality seasonal workers without having to reinvent the wheel each year - and the workers themselves will have another income they can count on when each job is over, as well.
4. Local Temp Agencies: Rather than spending time recruiting and interviewing potential new hires, it might be a smart idea to go through a temporary staffing agency to find your seasonal workforce. Their area of expertise is matching the right candidate to the job, and they’ve got hundreds, if not thousands, of employees just waiting for that phone call asking them to come in.
5. Virtual Staffing Agencies: If you want an even larger pool of candidates to choose from, and you don’t mind working with remote agents, you could look into using an online staffing agency. This option might cause the least amount of upheaval and change in the contact center itself, since all new hires would only be present virtually, rather than in person.
6. Outsourcing: If you’d rather avoid the hiring process altogether, consider outsourcing just your seasonal overflow calls to another contact center. That way you know they’re being handled in a professional manner, without your having to deal with any of the hassle of hiring and training new agents each year.
If you’re already overwhelmed with seasonal hiring demands, it can be extra stressful to have to work out your new workforce’s schedules, as well. Give KOVA a call, and we can customize a flexible workforce management solution to fit your needs today!
Working in a 911 call center is, by its nature, a very high-stress job. Carrying the responsibility for other people’s safety and well-being on your shoulders is not an easy burden to bear. And being involved with traumatic emergency after traumatic emergency can definitely take its toll, on both an agent’s physical and mental health.
In fact, a recent study demonstrated that the effects of being exposed to so much stress on the job are not insignificant. Its results were published on April 25, 2012, in the Journal of Traumatic Stress: “The results suggest that 911 telecommunicators are exposed to duty-related trauma that may lead to the development of PTSD, and that direct, physical exposure to trauma may not be necessary to increase risk for PTSD in this population.”
What can be done to reduce stress at a public safety answering point? There are several steps management can take to help their workforce deal with traumatic calls.
First of all, just being there for your employees can create a calmer atmosphere. Check in with agents after a particularly rough call, to see if they’re okay. Allow them to take a break before they move on to the next emergency, to regain their composure. Letting your PSAP agents know that you are looking out for their best interests, and that you understand their stress, can go a long way towards reducing tension in the workplace.
Secondly, implement a system of Critical Incident Stress Debriefings (CSID). Giving PSAP agents the opportunity to discuss their reactions to traumatic calls in this supportive group crisis intervention program is a proven way to reduce the occurrence of PTSD in employees.
In order for a CSID to work properly, each small group session should have two leaders: a mental health professional and a peer support professional – in this case, another 911 agent. The group discussion should take place after the traumatic event is over, and once those involved feel emotionally ready to talk about it.
There are seven steps in a CSID meeting, each just as important as the next:
1. Introduction: Everyone introduces themselves, and the leaders explain how the CSID will work. Participants are told that contributions to the discussion are purely voluntary, so that no one feels uncomfortable.
2. Facts: The group goes over the facts of the event together, not delving into details, but simply reviewing what happened.
3. Thoughts: Leaders ask the group what their thoughts were during the event.
4. Reactions: The group now discusses what their emotional reactions were to the event. What was the worst thing about it for them personally?
5. Symptoms: In this phase, the leaders ask the group to share any symptoms they have experienced since the event, and listen for any related to PTSD.
6. Teaching: At this point, the leaders give the group information letting them see that their thoughts, reactions, and symptoms are normal after experiencing trauma. They also give the group stress management tips.
7. Re-entry: Finally, the leaders wrap up the discussion, giving final explanations and guidance and summarizing what has been said.
Putting programs such as CSIDs into place, as well as creating a supportive atmosphere in your PSAP, can mean the difference between calm employees performing at high levels, and stressed employees in danger of developing PTSD. Taking a few precautions like these are more than worth the payoff in terms of employee satisfaction and well-being.
Every contact center is different, but no matter what type of calls your center handles, the issue of accurately predicting call volume is a vital one. If you don’t know when your contact center will be flooded with calls, you might not have enough staff on hand to deal with it. And if, on the other hand, call volume is unusually low, you’ll be wasting your resources having too many agents scheduled to work.
So how can you predict call volume reliably? We’ve assembled some tips and tricks to help you do just that.
1. Keep an eye on the weather. In certain contact centers, the weather can have a huge impact on call volume. Insurance companies are one obvious example, where a strong storm can lead to a sudden surge in calls by people filing claims. But weather can impact other contact centers, as well. A chocolate delivery company’s call center might be overwhelmed with calls during a heat wave, because chocolates are arriving at their destinations melted. A heater repair company’s call center might receive a sudden boost in calls during the coldest part of the winter, because people are pushing their heating systems to their limits. If your business can in any way be influenced by the weather, then it’s a good idea to stay informed about what’s on the horizon, and plan accordingly.
2. Communication is key. It’s vital for contact center managers to have close communication with the marketing department of their company. If the marketing department can give plenty of warning before a planned marketing activity takes place, the contact center can be prepared to handle the sudden jump in call volume. And if they can give you details like when exactly the TV commercials are due to air, or when exactly the online campaign is due to go live, you can plan your staffing levels to the minute.
3. Create a back-up plan in case of unexpected incidents. There are some things you just can’t plan for – but you can at least make some sort of back-up plan in case of an unexpected surge in calls. For example, breaking news about an unexpected business scandal in your industry may trigger an influx of calls looking for reassurance. Having an emergency protocol in place can help deal with these surprises.
4. Keep track of the mail. Whether it’s bill delivery time, or the day the catalogs are due to start arriving, call volume is sure to increase as people have questions about their bills, or want to place orders. Knowing in advance when those higher call volume days will be taking place can help you plan your workforce’s schedules.
5. Look at the clock. Research has shown that calls come into most call centers in a predictable pattern, according to what time it is. On average, about 40 percent of a contact center’s hourly calls come in within the first 15 minutes of the hour. Another 30 percent come in during the next half hour, and the final 30 percent are made in the last 15 minutes. Knowing this can be a big help in scheduling.
For even more help in scheduling your contact center workforce, give KOVA a call. Our Impact360 Workforce Management software provides accurate forecasting so that you can create optimal schedules for your team. To find out how we can customize a solution for you, contact us today.
Hiring a new employee to join your contact center workforce is never easy. There are resumes to read through and choose from, interviews to schedule and conduct, references to check – and even after going through the entire process, sometimes your new hire still just isn’t the right fit. But by asking the right questions during the interviews, and knowing what to look for in your ideal candidate’s answers, you can make the process a little more likely to yield the results you want.
We’ve put together a list of some of the best questions to ask your prospective new employees, along with recommendations as to what their answers should contain.
“I want to work for XYZ because your company understands the value of its employees: With a week’s paid vacation after only six months of employment, company-paid training courses and workshops, and teambuilding outings, I know that I will be treated as a human and not a means to an end. I also wish to work for XYZ because I believe my talents are best suited in this company. My previous experience at ABC, where I worked in and led team, reinforced the idea that teamwork is essential to a company’s growth. Because XYZ’s culture emphasizes teamwork, I know that other employees will not only pull their own weight but help others who may be struggling with various aspects of their position.”
In order to answer this question well, the candidate will have to have done some research about your company. If he is able to speak intelligently about various aspects of your contact center and why his qualities make him a good fit, it means he is willing to go that extra mile - and you can consider that a great start.
“I’ve never been one to shy away from technology. Having grown up in the dawn of the super computer and cell phones, I’ve seen technology change and experienced the conception of some incredible products. So when my company switched over to a newer, more efficient ERP software, I was prepared to learn. I had a coworker though, a bit older, who still needed help with the old software. So whenever I had some free time, I would sit down with him and show him how to perform various actions. I made some step-by-step instructions and printed them out so he would have them when needed. It took a long time to get him to the point where he was confident to add in data on his own. But after a few months, he had a better grasp on it.”
This question is perfect for giving you insight into the candidate’s strengths and weaknesses. Listen also for the focus of the example she gives – is it related to people skills? Technology? Change? Process? Her answer will give you clues as to her priorities and her abilities.
This particular answer allows you to expand on your question: You can follow up by asking, “Why did you take on the responsibility of helping him?” or “Why was this experience in particular the most challenging?” Her response will answer questions regarding her thought process and even attitudes towards working with others.
“Great customer service is really just about following the Golden Rule: Treat others how you want to be treated. If I go into a store and get to the checkout line, I don’t want the cashier to be sour towards me—monotone, even. It doesn’t take much to smile at someone and ask if they were able to find everything they needed.
There was this one time I was on the floor stocking items and I noticed he kept looking at a piece of paper in his hand and back up at the shelf. I walk towards him and asked if he needed help. He pointed to an item on the list and I realized he was in the wrong aisle. I walked with him to the correct one and helped him find what he was looking for. I helped him find the rest of the items on his list, too, and carried the bags to his car. He smiled and told me thank you, that I had saved him a lot of time. It only pulled me away from my stocking duties for ten minutes and it made the man’s day.”
What you’re looking for here is an answer that tells you this person is willing to go over and above to ensure that each customer has a great experience. Whether it’s a situation where he personally took responsibility for a customer call to make sure that things got resolved, or maybe one where he helped to get a procedure changed in order to provide better customer service to everyone, his answer will demonstrate his commitment level.
“Interviewer/Unhappy Customer: I need to speak with a manager, now!
Interviewee/Associate: Hello! Is there anything I can help you with?
Int./UC: Every time I come in here you people always mess up my order!
Int./A: I’m so sorry to hear about that. I will definitely grab a manager for you so that you may speak with them. In the meantime, please let me know how you wanted your order versus how it was made.
Int./UC: I asked for NO pickles and EXTRA ketchup and they did the exact opposite! And not even to mention that the fries are disgusting. Over salted and stale!
Int./A: I am terribly sorry about the mistake on your order. I will have a fresh one made for you—no pickles and extra ketchup—and ask them to drop a new batch of fries. I’ll also go get my manager to speak with you.
Int./UC: Thank you.”
It’s important here that the candidate remains calm and patient while role-playing, that she asks plenty of questions to clarify the situation, and that she gives a poised response. It’s even better if she asks you for parameters beforehand, to ensure that she’ll be in compliance with company rules regarding refunds and other methods of satisfying the customer. That shows an attention to detail and a healthy regard for rule-following.
“There was always this regular customer who just was not a happy individual. I’ve seen him get mad over the littlest things—like being out of the bagel he wanted—so whenever I would serve him I made sure to triple check what I was doing.
One day he came in an ordered a sandwich and a drink to eat in-store. I repeated his order, made sure the ticket read exactly what he wanted, and sent it to the kitchen. We had a new cook training that time, and unfortunately, the order was messed up. When it was brought to his table he started yelling at the girl who gave it to him. She’s very sweet but also quiet, and I could tell that she wasn’t sure what to do. I went over there and told her I would handle it. I waited for him to finish yelling. I apologized for the order being incorrect and assured him I would personally make his new sandwich myself. I double-checked the sandwich order as well, just in case I had made a mistake previously. I asked if he would like a free dessert for the trouble. He snapped and said yes. I said I would be back immediately with both sandwich and dessert. After delivering the items, he told me thank you. It’s a matter of not interrupting customers when they are angry. Mistakes happen, and you shouldn’t place the blame on anyone in particular. Just stay calm, listen to what they have to say, and work to fix their problem so they are happy when they leave.”
After seeing his response to an irate customer in action while role-playing, this question allows you to see whether the candidate can also articulate the steps necessary to handling a difficult customer. The ideal answer would include carefully listening, empathizing, confirming his understanding of the situation, offering a solution - and maybe alternatives, confirming the customer was satisfied with the plan, and then taking immediate action. If your candidate already knows these steps to dealing with tricky calls, you won’t be starting from scratch in your training.
By asking each job candidate these interview questions, you can get a good feel for what they’d be like as part of your contact center workforce. And if their answers correspond with your expectations, then there’s a good chance you’ve found your ideal contact center employee.
There are two major benefits to providing great customer service in your contact center.
The first is the fact that your customers will feel much more satisfied with their experience, and will hopefully remain customers, and maybe even recommend you to others.
The second is the fact that after creating many of these satisfied customers, eventually, your company will develop a reputation for amazing customer service. And that reputation alone can go a long way towards bringing in more business and retaining the customers you already have.
We’ve assembled ten call center agent tips to help you earn that all-important reputation for great customer service in your contact center.
This may seem counter intuitive – wouldn’t it be better to hire someone with experience or training specifically in the contact center skill set? That can be beneficial; however, if that experienced person has the wrong attitude, it’ll be an uphill battle to get them to provide great customer service. Choose employees for their positive attitudes, and then provide them with communication skills training, or any other training they’ll need. You’ll find they learn faster, as well as being willing to go the extra mile for customers.
A satisfied contact center workforce will lead to satisfied customers. Provide opportunities for growth as well as regular recognition in order to keep your employees happy. By creating a positive and happy environment for the workplace, your employees will mirror that feeling when dealing with customers, generating a positive experience for both parties.
Train your agents to do what it takes to create not just satisfied customers, but loyal customers. Loyal customers are much more likely to spread the word about your company, buy from you often, and even to forgive your occasional mistakes. This is one of the best customer service tips since it promotes a positive relationship between your company and your customers.
Company management must lead by example, demonstrating that customer service is at the very core of the business. This attitude will then trickle down into every aspect of the company, so that it’s obvious to customers, as well.
Really listen to what both these groups have to say – they’re the lifeblood of your contact center. And once you’ve listened, take action. Don't hesitate to provide communication skills training to your employees and for those helping to lead your company to ensure everyone has a well-rounded understanding.
Complaints are the best way to find out what is and isn’t working for your contact center. They are basically a form of free market research! Just be sure that you take action to resolve complaints, and to make changes so that the same ones don’t crop up over and over again. Again, this should be covered in your communication skills training.
And while you’re at it, take a look at them through your workforce’s eyes, as well. What can be improved or streamlined to make the experience better?
Any action plans that are created solely to cut costs will probably not do much for the level of customer service in your contact center. Make sure that all changes and action plans are part of an overall strategy to improve service, even when taking things like cost-cutting into consideration.
Keep an eye on customers’ perception of your level of customer service – that’s the only barometer that really matters when it comes to building a reputation.
Once you have ascertained that you have indeed made a name for yourself as a contact center with high levels of customer service, then don’t be shy – spread the word! Brag about it via social media, promote it in all your marketing materials – you could even make it the cornerstone of your advertising campaigns!
Building a reputation for great customer service isn’t hard – it just requires a strategy that puts customer service above all else in your contact center. Doing so will ensure that sooner or later, you’ll be known for your amazing service, which is sure to bring in even more customers eager to experience it for themselves.
Here at KOVA, we want to help you deliver great customer service for all ages. Contact us today so we can help you tailor your contact center’s customer service experience.
Whether your contact center agents are interacting with customers on the phone or online, incorporating positive words and phrases into the conversation is a sure way to improve those customers’ perception of the level of customer service they are receiving.
And having a list of specific words and phrases available to choose from is a good way to boost the confidence of your agents in their ability to add that spark of positivity to each and every conversation they have.
With that in mind, here are the top 25 positive words and phrases for contact center employees to use with customers, divided into their respective areas of usefulness:
1. Definitely
2. Surely
3. Absolutely
4. Certainly
5. Fantastic
These five positive words should be woven into sentences whenever possible. When customers hear these words they are reassured because the agent sounds confident. From a quick “I absolutely agree” to a longer “I will definitely make sure that,” adding these words does make a difference.
6. Rest assured…
7. I do understand the inconvenience…
8. I will be more than happy to assist you…
9. I completely understand the reason why/your situation…
10. I will ensure that…
11. What I will do for you right away is…
12. I assure you…
13. What I can do for you right now is …
14. I’m sorry for the inconvenience; what I can do for you is …
A key goal of every contact center agent handling customer complaints should be to sympathize with the customer. Callers need to know that you not only hear what they are saying but that you understand their problem and why they are upset. You need to convey that you will definitely do something to help them. Using these phrases will facilitate that understanding between caller and agent. Keep these phrases in mind especially when attempting to diffuse a situation with an angry customer.
15. I would suggest / I recommend…
16. To avoid a similar inconvenience in future I’d request that you…
Especially when handling technical support calls, it can be a tricky balancing act to tell customers what they are doing wrong to help them prevent future problems, without sounding patronizing or condescending. Agents should assume the role of advisor by making suggestions and recommendations and avoid talking down to a customer.
17. All you need to do is…
18. A simple way to change it will be to…
19. As soon as you receive…
When giving instructions it’s important to make them sound easy and straightforward so that customers do not become overwhelmed or confused. Inserting these phrases will help in that effort and keep those callers thinking positive, too.
20. You will ONLY be charged…
21. We have a variety of …
22. It’s a wonderful service where instead of ______, you can ______ …
23. This is the best plan for your needs…
24. For just $_____, you can…
25. For special customers like you…
When trying to make that sale, positive phrases can mean the difference between a yes and a no. Emphasizing the low cost or benefits of a product or service, or the great value your company places on customers, is a great way to add some positive pizzazz to every conversation.
To make the use of these 25 positive words and phrases easy, print out a copy for each employee, so that they can reference it during each call. Then sit back and watch the smiles, as the positivity becomes infectious, spreading from agent to customer and back again.
