ERQ Needs to Replace the Word “SALES” in your Contact Center

quality

Sales….

No matter what type of Contact Center you are, now a days there is always some aspect of sales.  Customer service centers are looking to upsell and cross sell, outbound center are looking to sell.  How do you get your associates to do this the right way with out having your quality drop?

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The “TONE” is the Message…Enhancing the Quality of Customer Service

customer service

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.

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Ongoing Agent Analysis- The Most Effective Way to Improve Quality in Your Call Center

quality

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.

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Cell Phone, Auto Dialer and Robocall Laws 101

compliance

Although at first glance the federal laws regarding RoboCalls and the calling of cell phones may seem confusing, it is actually straight forward.  In fact most companies using predictive/auto dialer are unfortunately putting themselves or the companies they are calling on behalf of under unneeded risk for litigation and fines because of not following the law.  Here are some of the most abused practices:

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The Self-Service Conundrum

self-service

Self-service is a volatile topic in customer service circles. Everyone believes there is a place for it but that’s where people’s agreement stops. The implementation and use of self-service is what I would like to discuss in the third post in our seven post customer service series.

How a company implements Self-Service is a direct correlation to how they view their customers. There is no better measuring tool to see how a brand measures the importance of their customers from service model.

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Improve the Overall Quality of Your Customer Service Agents- Agent Analysis Program

quality

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.

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Customer Service Metrics…Let’s Really Look at the Big Picture

nps

Lets actually take some time and talk about customer service and call center metrics. I do not think that you should base a world class customer experience on metrics that companies seem to be constantly changing to try to “fix” service issues. These metrics are also constantly being argued over to which one is of the most “importance”. Not a great way to define service.

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Time to Wake Up to In-Shoring Your Customer Service/Sales to American BPO’s

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A wide variety of companies may want to look at outsourcing their customer service as a way to give great service to their customers while still being able to concentrate on their core business. This is something I think is especially helpful for newer businesses that want to make sure that their customer are handed with the skill and technology offerings of larger competitors.

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5 Ways to Instantly Improve Your Customer Service Contact Center

chalk

You learn some things after running contact centers for 20+ years. The following are 5 tips on changing or creating a great contact center culture in your customer service center.

“You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management.” -Howard Shultz CEO Starbucks

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