Most companies put all their education (Notice I sad Education…When we worked for MBNA before the BOA merger they always said you TRAIN animals and EDUCATED people…that always stuck with me) in how to run a specific program, skill or channel. What to look for, what screen do you have to be on, who button do you have to click. They do NOT do a great job in facilitating tone and delight in their calls. Most companies want to educate as fast as they can so they can have reps producing as quickly as possible even to the detriment to their client or customer. Remember you need to understand in the age of social media your customers will talk to others. We want them to be evangelists for our brand. We need to understand that as we train.
The technology for video customer service is here now. To be honest that was the easy part. The more difficult one is how do we now harness this technology to make it a useful channel for our customers and a profitable channel for our organizations.
The Muse wants to dig deep into this over the coming days and weeks. In the first segment here we want to delve into associate best practices that we have learned here at Expivia on our journey onto the new and exciting field of video service.
Do all your contact center/customer service agents have a current, up to date improvement plan? Do they understand their goals for quality, sales, conversion or net promotion? There are a lot of centers that just do a quick morning meeting and then get on with their day. If that is the basis for your reps improvement/goal setting then let’s look at something very easy to do that I think can benefit all centers.
Being young, having a Type A personality and being put in-charge of many people can be a recipe for disaster! Many years ago In my mid 20’s I had progressed my way up in the Call Center that I was working at to the job of being the AM Production Coordinator(15 supervisors and 150 agents). My duties were to make sure that the AM shift met all of its qualitative and quantitative goals for both the clients we worked for and the company.