Call center agents are the bridge between the business and its customers. Since customer service representatives are the voice or the face of the company, it is safe to say that it is good to maintain practice on good customer service and improve it when necessary.
With the standards in business process outsourcing (BPO), the successful customer service representatives have good problem-solving abilities, takes pleasure in assisting others as well as the excellent communication skills. In being a good customer service representative, it simply involves honing these characteristics.
Service with a smile! Even over the phone. By smiling makes customers feel somehow happy and this will help them and, as cited by Science Daily, respondents can hear a smile over the phone.
It pays to listen carefully to what customer says. Note down in paper what the customer is talking so not to miss out on details. Recap and verify the information in order to make sure you have it right.
Answer to rudeness or complaints from customers with a positive remark and helpful demeanor at all times. Always place yourself in the customer’s place and let them know that you understand their situation as well as frustration.
Give to the customer all of the information and let them know of the next steps if there’s any. It is by informing the customers of the process prevents miscommunication and confusion. Be honest and tell the customer as soon as possible if you cannot answer or grant their request or if you can’t help them as of the moment. Let them know of the escalation process and never waste yours or the customer’s time with problems or issues that you cannot resolve.
The Team Leader is the heart and soul of the call center as he stands as the head among agents, the supervisor’s understudy and supports the business operations as its administrative liaison.
Commonly known as the TLs, they possess thorough knowledge on agent functions. Other supportive responsibilities for the call center‘s team leader consist of monitoring, coaching, and various forms of practical administration. A team leader presides over agents, calls in queue, transactions, escalations, and quality of operation.
With the trend in both business process outsourcing (BPO) and knowledge process outsourcing (KPO), the contact center team leader establishes all operational functions. The core duties of team leader actively maintains operational policies, goals, as well as procedures as it implement the maintaining standard from training and development, support, escalations, monitors the cue, as well as working in coordination with the administration.
Ensuring there’s a smooth flow of calls taken is the ultimate priority for a call center team leader. Queues of calls that are received retained as well as the number of calls awaiting for an answer from a live agent. Average speed of answer, and talk time, produce calls. As call queue rises, the TL encourages reps to be available for incoming calls. If instances wherein the whole team is already on calls, the leader shall then act as an agent.
Quality control for the call center is the responsibilities that a team leader and the establishment share. Maintaining the company’s standards of service through efficiency and excellence in all call transactions be it remote monitoring or side-by-side. Be it on a rotational basis, a team leader regularly conduct formats to monitor agent performance. These groundwork for monitoring establishes the areas of opportunity for agent development.
The experienced contact center TL establishes constant education and training to its agents. It is among these responsibilities that enhances the overall performance of a call center, agents receive one-on-one coaching and constant updates from the team leader.