Are you listening?
How frustrating it is when you call a company, ask for a service and this doesn’t happen or is actioned wrongly. It leaves you, as the customer, with more “work” to do to correct the agent’s errors and an overriding sense of poor customer service. And as a result of the incompetence, you may choose to take future business elsewhere.
Not listening to a customer’s requests could be down to poor morale or inadequate training or a lack of emphasis on good customer service within a call centre. And sales and service go hand in hand if you want your call centre(s) to deliver an excellent customer experience to all.
It is worth investing in the right tools so that agents’ behaviours and practices can be tracked, assessed and improved, as needed. A system such as Veritape’s call recording software, allows you to build individual training assessments, standardize monitoring and facilitate side-by-side training. Using these tools will help your team to competently handle customer enquiries, present a consistent corporate image and demonstrate excellent product knowledge. Speaking to an agent in a call centre can be an impersonal and frustrating experience – equipping your business with the right tools and training agents to deliver good customer service can make a considerable difference.
Visit www.veritape.com for more information.