When running any business, even a call center, the goal is to ensure it grows every year and deliver a superior customer experience. In my experience everyone is happy when the company can deliver superior service, the clients, the management, and the end consumers. It’s a win-win for everyone.
It is therefore safe to say that, your call center activities should enable you to become superior around quality and delivery of world class service. The real question is what are the reasons holding you back from becoming superior or delivering world class service?
As I was thinking about this lately, I looked at the structure and operations of Etech Global Services, what has helped us to keep improving and offering superior quality to our clients? I will highlight three main reasons that I believe have made a huge difference.
Leadership: The leadership of a company builds or destroys it. As a leader you carry the torch, the vision of the company and everyone looking up to you works in line with the values you portray. The saying that a leader has influence is true; your team will be influenced and follow you only if they see you are worth following. It starts with you as an individual, your character, your values and your behavior. Is your leadership helping your call center get better? If not what areas do you need to work on?
Employee turnover: You understand the demands of a contact center and you need great agents to help meet all the demands. At Etech, we believe that having happy team members means happy customers. There are dozens of reasons why employees quit; wrong job fit, poor working environment, supervisor problems, poor pay and lack of career advancement opportunities to name a few. Knowing and understanding your agents is the first step in giving them what they need to succeed and make the contact center successful as well. Are you supporting and empowering your agents to help them perform beyond the set targets, and empowering them to happily satisfy the customers?
Right tools: It is impossible to dig a huge hole in the ground using a spoon, right! The same applies to having the right tools for the job. Using wrong or outdated tools affects the contact center performance. At Etech, we keep up with the ever-changing technology because we know and understand our success lies in having high customer satisfaction levels and the ever changing digital world we all live in. The right tools make our agents work more efficiently and they are actually happier. Important to note is that the right training has to be offered to the agents to maximize their output. Do you have the right tools for the job? In addition, are you training your agents on how to use these tools?
As outlined above, answer these questions honestly and you may find the answers to why you are not growing and delivering superior customer experience. You can create and maintain a great contact center program that ensures constant growth, it is not an easy feat but it is possible to achieve. Focus on every stakeholder as you develop it for the good of the business.