7 Keys To Success In A Changing Call Center World
We know “customer centricity” is being declared a way of life – a religion if you will – for today’s businesses.
What does that mean for call center strategy?
Everything from the evolution of customer demands to changes in call center technology to strategies for agent engagement to the omnichannel world was on the table, and the result was a broad-sweeping, in-depth look at how the call center must change in a perpetually changing business world.
1) Efficacy and Efficiency: Living In Perfect Harmony
In conjunction with the rise of customer centricity, call center thought leaders have studied “efficiency” metrics like average handle time.
It is necessary to put this critique into context.
While it is true that agents should not feel pressure to end calls too quickly, speed remains very important. Customers still expect service to be as efficient and effortless as possible; their demand for high-quality, personalized interactions is not tantamount to acceptance of slow, meandering ones.
Efficiency is not the enemy of customer centricity. Since customers demand efficient, effortless care, it is actually a sign that a business cares about its customers.
2) Objectives Define Technology, Not Vice Versa
Technology is a tool – it is not a driver. It should empower you to achieve your goals; it should not place limits on what you can accomplish.
When sourcing technology for your call center, ensure it adheres the needs and expectations of your customers, agents, and stakeholders.
3) Customer Experience Transformation: It’s A Commitment
You’re unfortunately not going to transform your customer experience – and instill a culture of customer centricity – by flipping a switch. Customer experience transformation is a long-term commitment.
To ensure your customer experience efforts are successful, it is important that all relevant players – and all relevant business units – understand this reality from the onset. All key stakeholders must understand and embrace the long-term nature of the customer experience resolution; they cannot withdraw support the second things get difficult.
4) Customer Experience: It’s Valuable
While the customer experience transformation process can be costly and difficult, it is worth it. The customer experience absolutely is a competitive differentiator; a good one absolutely is your ticket to a better, more lucrative business.
5) Happiness Is Not All About Smiling
You know “happy agents = happy customers.” Consequently, you know agent happiness is a key business objective.
Do not let that mislead you. Agent engagement strategy is not all about creating the most fun, loving environment possible: it is about creating one that empowers agents to succeed.
That means you must establish the right performance benchmarks. It means you must develop the most personalized training. It, sometimes, means you must have difficult conversations with underperforming agents.
6) The Voice Of The Customer: Your Performance Scoreboard
There are some overarching trends that are standard across most businesses: the demand for an effortless, personalized, predictive, proactive experience among them. Day-to-day performance, however, is a context- and business-specific concept.
Measure as much as possible – your workflow hinges on a true understanding of how every facet of your operation is functioning. Manage in accordance with the outcomes that matter most to customers, because those are the ones that dictate your success.
7) Culture vs. Comfort
When considering delegate strategy, you’ll need to address an essential question: do you care about culture or convenience?
What’s important is to care about the demography, customer types and their needs.
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