Top 5 Tips for Getting Call Center Employees to Improve Customer Service

Posted on Jun 30, 2010 08:03:07 PM

Call centers are not only about helping customers. They are also about building relationships with the customer and making him keep coming back. Listed below are some of causes of problems and their solutions that can help to enhance the customer service competencies of a call center:

1) Often it has been found that call center employees rely heavily on handwritten notes while providing customer support. Such practices should be discouraged, as handwritten notes do not get updated and their accuracy is also doubtful. The use of a customer service information system should be made for every query.

2) Feedback of the consultants regarding the system’s accuracy should be taken at regular intervals. All such issues should be resolved quickly and publicly. This helps by improving the system to best suit the employees.

3) Often at call centers, incentives are given based on speed of call completion. This acts as a deterrent to informed customer support. Incentives should be based on customer satisfaction, rather than speed.

4) It often becomes very tiresome to distinguish new printouts from the outdated ones at call centers. The employees should be encouraged to use colored pages for their printouts, and the colors should be changed regularly. This helps the management to check at a glance what versions of print materials the employees are using.

5) Managers should be made to walk the floor regularly. This will allow for frequent quality checks and will also increase the commitment level of employees.