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3 Reasons Servant Leadership Increases Call Center Customer Satisfaction Rates

February 28, 2018 Matt Rocco

Today’s consumers have many more options for interacting with businesses than they did in years past, thanks to technological advances. They can chat in real time with a company, shop online, and easily leave business and product reviews on many platforms. With consumer voices louder than ever, its not a surprise that some even refer to this modern marketplace as the age of the customer.

In the face of so many changes, leaders in call centers must also be flexible and willing to change. They should focus on providing outstanding customer service and fostering positive interactions between companies and clients. Servant leadership, a management style first proposed in the 1970s, helps businesses improve customer satisfaction rates in multiple ways; from reduced hold times to more satisfied, better-trained agents. This concept calls for managers to serve first and then lead, often resulting in happier employees —and customers.

Here are three reasons why:

  1. Employees are Prouder and More Confident
     
    In a servant leadership culture, leaders stop focusing on being “The Manager” and instead consider how they, and every employee, are a vital part of one team with the same goal—providing excellent customer service to ensure long-term business success. When leaders work alongside other team members, serving them, coaching them and offering sincere praise and encouragement, team members responded by working harder to meet and exceed expectations, both from the leaders as well as the customers.
  2. Employees Raise their Standards
     
    When leaders model the “servant first” behavior their employees will follow. While communicating clear expectations and standards is important for team leaders, setting a good example is even more vital to success. When leaders serve, care, celebrate, engage, listen … their team members will begin to emulate this behavior. When this happens, results begin to rise and are sustained.
  3. Employees Meet and Exceed Customer Needs
     
    By improving and sustaining results, team members will quickly experience the effect on the customers. They will notice what pleases callers, as well as what dissatisfies them. The will share best demonstrated practices. Ideas will flow bottom up. Team members will feel and become empowered to delight their customers.

Service at Every Level

When service becomes a way of doing business for everyone on the team, starting with the manager, call centers can start to see improved customer satisfaction rates. When call center employees feel empowered and prepare, they will respond to customer inquiries, requests, and complaints in efficient and effective ways. They will learn from each experience, sharing their lessons with other team members so that the entire operation can evolve. Higher-functioning call center representatives, led by a leader dedicated to serving them, will promote business success now and in the future.

Until next time, make you make a difference in the lives of those you serve. God bless.

Matt Rocco

Matt Rocco is the President/CEO for Etech Global Services. Matt is a 38-year veteran of the BPO industry. He has held key leadership positions within Dun & Bradstreet, The Berry Company, and Etech Global Services. In the past 38 years, he has spent time in every facet of call center operations and outsourcing processes. Matt has been an avid speaker at many industry events and was featured in the articles of various renowned periodicals including The Wall Street Journal, Contact Center World, Call Center Magazine, Call Center Times and others.