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    3 Call Center Mistakes You Are Making

    Before we dive into this post, I urge all of us to stop using the term call center. 2018 brands should not have call centers. Instead, engaged brands of today need Contact Centers.

    If you are still responding to your customers only by phone, you are failing to provide efficient, relevant and timely customer support. Even worse, you are abandoning people who sought your help and never got it. Their tweets are floating unanswered in cyber space. After more than an hour of holding time, they hung up on you. Now that this caveat is out of the way, here are the 3 most common questions I get about call center management.

    How Do You keep call center agents motivated and engaged?

    The call center agent role is daunting. This leads to high turnover and low employee engagement scores. If you are managing a call center, you are likely struggling to keep up employee morale, before you can even hope to offer exceptional customer service.

    The solution to employee engagement and ultimately, exception customer experience starts with the hiring process. Motivation and mission-driven service begins with hiring the right people. If your call center is staffed with people who see their jobs as temporary or transition positions, those people will not stay. They also will not give the job – and your customers – all they have.

    Design profile of WHO you want in your contact center. Be ruthless about your selection process. Hire based on values and attitudes, not on skills. Hire with CULTURE in mind.

    I appreciate that this is easier said than done, but it is not impossible. You can do it. If brands like Zappos and Ritz Carlton can do it, so can you. We all read about the incentive games and payment for performance. These are tactics that help maintain a culture of caring. But if you do not hire the right people, these tools will not make an impactful difference.

    What vendor do you recommend for automating call centers using AI?

    It is amazing that no matter how often my peers and I say that technology is not the answer, call center managers still ask this question expecting a silver bullet in the shape of a vendor name.

    I will say it again here: you can use any type of vendor and still fail. You can also build a chat bot solution internally and succeed. The key here is recognizing two things that get overlooked all the time: aggregating and cleaning data.

    Aggregating and cleaning your data is the foundation of any AI solution. Without this step, no vendor can save you. Garbage in, garbage out is exactly the logic here. So pause the vendor conversation and call your IT partner to discuss how ready your organization is for a chat bot solution. Do you have unique customer IDs? Do you have a relatively accurate matching tools and algorithms that can be transformed into a dashboard that can either help your contact center agents, or can be fed into a chat bot to answer basic questions?

    Then, gather your call agents. Ask them what they need to provide memorable service. Empower them to help by LISTENING to them and by co-creating THEIR solution, not the vendor’s.  If Fedex asked the call agent who could not change my delivery address what she requires to satisfy customers needs, I am sure that the ability to change addresses in real time would be on her list.

    What locations for outsourcing call centers are best?

    This is another great example of the quest for the silver bullet. If you can remember one thing from this post , remember this – location is not everything in contact center management – culture is. Yes, you can outsource your contact centers, but the more money you save on the hourly wages, the more your brand erosion is going to increase.

    When you realize that your contact center agents are an extension of your brand, you will be able to convert call center agents into brand ambassadors. This is when you are leveraging this touch point into a retention vehicle. For that business transformation to happen, you do not need to relocate the team to “the best location for call centers.” You need to look for the cradle of your brand and hire the right people in that location. That way, you will have the right ingredients to build a solid support center staffed with passionate people who genuinely want to help. From there, the Wow Moments pop up organically.

    Improve Your Call Centers

    Become a Member of The Petrova Experience.

    How a Personal Interaction builds Customer Loyalty

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

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    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

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    Culture and Access to Information

    By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet.  It is about leaders expressing values, and the action guidance their cultural behaviors provide.

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    1 THOUGHT ON "3 Call Center Mistakes You Are Making"

    1. 3 ACTIONABLE LESSONS in DoingCXRight | DoingCXRight 01/19/2019 at 7:39 pm

      […] Create back-end processes to handle situations when customer questions are not simple to answer in real-time. This not only applies to online Live Chat but also company call centers as well. Learn more about “3 Call Center Mistakes You Are Making.” […]

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