In our last blog, we revisited the topic of call centre success by highlighting some of the signs of an awesome call centre. In today’s blog, we’d like to continue with that theme by pointing out some more of the keys to call centre success.
Here are three:
Let’s K.I.S.S. Keep it simple stupid! (Okay, you’re not stupid, we apologize!) But when it comes to providing customer service, it should be a no-brainer to always use a pleasant and friendly tone. The voices your customers hear when they contact your call centre should always sound like they belong to people who are smiling. As Shauna Geraghty makes clear on Talkdesk.com, your phone agents are the frontline of your company.
“Make sure they are projecting a warm and friendly image and your customers will rave about their experience,” she advises, “Agents should be able to consistently maintain a positive demeanor and keep a smile on their face day in and day out. When hiring, make sure that your agents can go the distance with a friendly attitude. Once you have hired your team, make sure you cultivate a culture that encourages friendliness and discourages burnout.”
Today’s consumers want help – and they want it now! If they don’t get their problems resolved during their first calls with your company, you won’t have to worry about them calling back – they’ll be calling elsewhere. On Jacada.com, Dylon Mills explains the first-call resolution (FCR) is one of the most important metrics for call centre success.
“FCR calculates the percentage of incoming customer calls that are completely ‘resolved’ on the first attempt,” he explains, “The challenge is accurately tracking whether a particular customer has actually received a resolution they are satisfied with, and will not need to call back. Nevertheless, FCR is a key metric to measure and understand since a high FCR greatly improves customer satisfaction.”
Your staff members have to always appear that they know what they’re doing. This doesn’t necessarily mean they have the answers to every question asked of them. It does mean, however, that they are fully capable of getting the answers their customers need. Being able to seamlessly transfer calls from one agent to the next will help to keep call times low and customer satisfaction high.
“Call center agents should know when they can’t resolve the issue and who to transfer the call to if this is the case,” notes Geraghty, “As time progresses, they should be able to remember answers to frequently asked questions and troubleshoot with ease.”
Call transfers make up just one of the many features that automatically come along with MeloTel’s cloud-hosted Commercial Phone Services. The others include, but are not limited to, Voicemail to your Email, Call Conferencing, Custom Hold Music, Incoming Call Routing, Call Waiting and Caller ID.
Please don’t hesitate to contact us to learn all about how our VoIP-based phone services can help to improve your call centre’s success. Simply give us a call at 1-888-MELOTEL or use the Live Chat feature on our website!