In my last blog post, we defined what a Social Enabled Call Center is, a call center using social media platforms to effectively interact with their customers. We also looked at a couple of ways to enhance the customer experience within the Social Media call center. Hiring customer centric people and increasing response times across all channels were two primary means of building a socially enabled call center.
Let’s take a look at a few more ways to create and strengthen a socially enabled call center.
In addition to developing quick response times, it is essential that call centers develop personal service. Based on recent statistics from Forrester, 82% of consumers say that “getting their issues resolved quickly is the number one factor to a great customer experience.” However, in addition to wanting quick resolution, customers also expect a certain level of personalized service. They want to be treated as a valued customer and one that is known by the company. One of the benefits of social media is the quick and personal response that it offers. A quick and relevant response from the call center via social media is an important component to building your social media call center.
Train your agents to excellence by providing excellent leadership. The answers provided by call center agents are as good as the advice and direction they receive from their managers. Lead by example and remember that attitude is everything.
On-going training of your agents is another key component of the socially enabled call center. Well trained agents tend to be satisfied agents who then deliver excellent customer service. Provide training in all relevant areas and then empower your agents to do what they need to do to resolve the customer’s issue.
Regular customer feedback is essential to creating and maintaining a superior socially enabled call center. The best way to solicit feedback is through short customer surveys. A short survey ensures a response from your customer; who wants to answer a ton of questions. Making the questions relevant enables you to pinpoint specific areas that need addressing. Short and relevant customer surveys are an invaluable tool for your call center.
Social Media is here to stay so creating and maintaining a socially enabled call center is essential in today’s market. If you’re not sure how many times your business was mentioned this week on Twitter, Yelp! Google+ or Facebook then it’s time to make your call center a Socially Enabled call center.
This blog was written by Etech’s Jim Iyoob, Chief Customer Officer. If you would like to learn more about Etech and how to develop a socially enabled call center, please contact us at firstname.lastname@example.org.