Businesses are always looking for the competitive edge. After all, in order to keep your customer base it is important to keep your product or service updated. As rapidly as technology can change, it’s imperative to also stay on top of industry trends, pushing your business to the forefront.
Thinking about outsourcing your contact center? Here’s everything you need to consider before you start the process. At GCS, we help companies like yours set up call center outsourcing every day. Sometimes, these businesses are growing too fast for them to scale their customer service needs to meet the demand. Other times, they have had a contact center provider in place, but they worried that they were not getting their money’s worth or they were unhappy with the level of customer care. Sometimes they are looking to control or reduce cost with better management and technology. Whatever the case may be, your first priority in contact center outsourcing is to find a vendor that can meet your parameters. Let’s look at these considerations in turn.
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When you think of what makes a great customer service agent, what are the first traits that come to mind? It probably isn’t efficiency – that’s just a function of the work. Evaluating your call center representatives on whether they can answer the phone would be like rating doctors on whether they can treat you. Of course, they can. That’s their job. Like doctors, the way contact center people differ is in the WAY they do their jobs. The good ones have soft skills.
The reach of technology seemingly extends everywhere these days, and the customer service industry is no different. As communication evolves and adapts to new technologies, GCS Agents provides an unbeatable combination of timely customer contact, unparalleled customer support and technology that works. Our team’s commitment to ensuring that every client and business that we work with experiences optimal results has made us a force to be reckoned with in the business services world. We are pleased that our efforts have been confirmed by our recent inclusion in Clutch’s 2019 report on the top B2B firms in New York City. It is a credit to our people to be recognized as one of the best call center companies in the city.
Call coaching is one of the most powerful tools in your call center operations management toolkit. You can take all the performance measurements and analytics you want, but if you aren’t actively coaching your staff to be better, you can’t be surprised when they miss the mark. Your agents will be more engaged and more effective when you take the time to help them improve, instead of demanding results and not explaining how to get there.
Being a customer service agent can be hard work. While helping customers all day is not often a hard task, it does take a special person to do it well. While many customers your agents encounter in a given day are simply looking for information, others will have a problem or an issue that needs to be resolved. Your agents need to have the personality and training to be the customer advocate. They need to be able to remain calm in the face of conflict, empathetic in the face of anger, and friendly even when your customers aren’t making it easy. Choosing the right people to work on your behalf is essential – but it’s not the only challenge.