Effective Call Center Improvement Strategies to Better Your Business

Call center customer demands continue to increase in the digital age. Customers expect exceptional service when they call your agents. It is your job to help your call center agents find the tools they need to retain your customers. Strengthening the manner in which your customers are served can increase customer satisfaction and loyalty. […]

Five Strategies to Improve The Effectiveness of Your Call Center

Set Standards for Service Operations

Clarify the guidelines for your agents to follow when interacting with customers. These standards should include making each customer feel welcome, quickly answering questions and resolving problems, and looking for additional up-selling opportunities. They also should involve improvement of interaction quality, the availability of information, agent behavior, and appearance. You may want to find some common customer service scenarios and effective ways to solve them, then share the information with your agents.

Personalize Each Call

Make sure agents can access relevant information when a customer calls. This includes the customer’s name, what they purchased, and what their previous engagements with the call center were like. Additionally, agents should use the customer’s name several times throughout a call. You should also teach your call center employees how to express empathy and understanding. The customer should feel valued and respected for choosing to purchase from your company.

Perform a Root Cause Analysis for Problems

Find out the real cause behind the issues being discussed. This typically involves a product, service, or policy. Then, work to resolve it as quickly as possible. Next, implement proactive measures and ideas to prevent the issue from happening again. After that, find out whether the same type of problem is happening with related service tickets. If so, repeat the process for these tickets as well. To do this all issues and solutions should be recorded and tracked.

Encourage Feedback

Ask each customer to provide constructive feedback on their experience. They may have a hard time reaching your customer service department, resolving their problem, or building a strong relationship with a customer service representative. Because a negative experience can impact your brand, you need to be aware of problems as they are reported and fix them as soon as possible.

Increase Efficiency and Productivity

The more calls your agents can handle in less time, the better. One way to accomplish this is by providing agents with better training. This may include finding instances where a group of agents needs additional coaching to better manage customers and build lasting relationships. Another way is by having agents provide dissatisfied customers with incentives and rewards. This may include a coupon for free or discounted future purchases to encourage the customer to return. A third method is by using chatbots to provide customer service and customer support. Having chatbots answer your most frequent customer questions frees up time for agent to handle other issues.

Need Transformative Call Center Talent? Salem Solutions Can Help!

The best way to improve your call center business is by hiring top call center talent. If you need help finding the perfect match for your business, please reach out!

Jule Doran
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Posted on
October 13, 2021

Want a Remote Call Center Job? What Every Work from Home Call Center Office Needs

COVID has helped many job seekers and employers alike see the benefits of remote work. If you are one of the many job seekers looking to remain remote post-pandemic, then you likely will need to update your home office. This is especially true if you wish to work in the call center or customer service industry. Setting up a remote call center includes a variety of equipment and technology. The list of requirements for your employer may vary. This is why you must check to see exactly what is required for your specific role.

What You Should Have to Start Your Remote Call Center Job

Call Center Hardware

On a basic level, you need a computer, headset, and stable internet connection to create a work from home call center office. Your computer should be an employer-issued laptop or Chromebook, complete with a built-in webcam, to be used exclusively for work and dialing. Your headset needs to include a dialer system with echo-cancellation built into the microphone for the highest call quality. The software must be a web-supported software as a system (SaaS) dialer platform. The browser-based dialer requires multiple outbound dialing modes, prioritization for inbound dialing, and built-in dynamic scripting. A wired ethernet connection is necessary to provide a strong internet connection. When looking for a job be sure to ask your potential employer if they provide these tools or if you must acquire them on your own. Most employer will provide these to you prior to your start date.

Communication Capabilities

Clear paths for your workflows and communication methods are essential. For instance, you need a remote communication plan for handling call escalations. This determines whether an escalation should be taken as a call back or should be transferred to the supervisor. It should include what to do if the supervisor is unavailable. Also, instant messaging is best for individual or small group communication throughout the day. Additionally, email should be used to share high-level communication. For calls you need to make sure not to run into any audio issues. Tools that can help with this include the previously mentioned headset as well as stable internet connection.

Accountability Tools

Your time and productivity need to be monitored and reported in real time. This may include a dialer system that shows in real time whether you are on a dead call, on not-ready or pause, on an active call, or are available. Your abandonment rates, whether you are dropping calls, your speed dial, and whether you are running out of data must be monitored and reported as well. Make sure that you have or that the company provides you with all the tools you need to be successful. Most have processes in place but always ask questions to be sure.

Quality Assurance Monitoring and Scoring Software

The quality of your calls will likely be evaluated. This includes whether you stay on script and if follow compliance regulations for the state you are dialing. Also, they will monitor to make sure you are being respectful with customers. Dynamic scripting and state filters are used for a customized sales approach in a region and to comply with state and city regulations. Often times a company will have software to do this however if they don’t bring it up, you should be sure to ask about it.

Historical Reporting

Your performance must be tracked, analyzed, and reported on to uncover trends over a set time period. This provides insight into how you spend your time, how you perform on calls, and how your lists are converting. The company you work for will likely provide software to help with this tracking. If they do not, then ask if there is anything you need to download.

Are you looking for a remote call center job?

See which roles are available through Salem Solutions. Visit our job board today.

Jule Doran
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Posted on
October 6, 2021

Elevate Customer Experience

The majority of customers leave a company because of a bad customer experience. This is especially true when it involves customer service. Customers expect to be treated with respect and have their needs met. Because they typically reach out to call centers with problems, they may be upset and frustrated. This is why a quick […]

Encourage Agents to Choose Among these Seven Phrases when Handling Customer Calls.

1. “I understand how this could be frustrating. I’m sorry you’ve had to deal with this.”

Agents should put themselves in the customer’s position to imagine how they would feel if they were experiencing the same problem. Acknowledging the customer’s frustration and apologizing because of their experience validates their feelings and concerns. It also shows that the agent is listening to the customer’s concerns and understands where they are coming from. The customer should feel reassured, respected, and comforted during the conversation.

2. “Thanks so much for your patience as we sort this out.”

Expressing appreciation to the customer for waiting shows gratitude for their business. It encourages them to stay on the line and wait for a resolution rather than purchase from a competitor. When agents state that they will resolve the issue for the customer, it shows that action is being taken to find a solution to the problem. Having the agent indicate that they are the problem solver tends to be more effective than saying their team or manager will handle the issue. Even if the team or manager is doing the work, the agent is coordinating it for the customer.

3. “I’m happy to help you.”

Customers may feel embarrassed when calling about small issues. Having the agent reassure the customer that they would enjoy helping them shows that every concern matters to your company. This puts the customer at ease and shows that your company appreciates their reaching out for help. Remind agents to smile when offering their assistance. Their enthusiasm will show that they want to be of service in making things right. Adding positivity to the situation makes customers feel valued and have better experiences, encouraging customer loyalty.

4. “Let me look into this.”

If an agent does not have an answer to a question or problem, they should let the customer know that they are actively finding one. Because some issues are unique, they may not fall under the category of frequently asked questions and require additional research to thoroughly address. Showing that the agent is taking an extra step to ensure the customer’s needs are filled demonstrates that they care about keeping their business. The agent should ask whether the customer can hold for a moment while they check for a solution. Or, the agent may ask whether they should call the customer back with an answer. Make sure the agent gets back to the customer in a reasonable amount of time without committing to a deadline. They could say “very soon” or “as soon as possible” rather than setting an expectation they may not be able to reach. Make sure the agent provides updates as often as possible. This builds trust with the customer and shows care for filling their needs.

5. “Let me clarify, and please correct me if I get anything wrong.”

The agent should restate the issue to make sure they understood it and covered all of the relevant points. This provides time to clarify any misunderstandings before finding a solution. Confirming the accuracy of what the agent heard and interpreted helps to find an answer more quickly. Resolving the issue in less time should satisfy the customer.

6. “I appreciate your bringing this to our attention.”

Gaining customer feedback about a problem lets your agents resolve it and prevent the issue from happening again. This helps with quality control. Expressing sincere appreciation for sharing the problem shows respect for your customers. Remind call center agents to apologize for the issue and thank customers for continuing to do business with your company.

7. “Can I help you with anything else?”

Have customer service agents check that they addressed all of the customer’s concerns. This ensures the customer is satisfied with the quality of the resolution and invites them to ask more questions. Showing that the agent has time for the customer expresses appreciation for their business. Reducing customer effort increases customer satisfaction.

Are you looking for experienced call agents?

Reach out to Salem Solutions for vetted candidates. Learn more today.

Cleared Employees for Call Centers

No matter what industry you are in, finding the ideal candidates for open positions is never an easy task. This is especially true when staffing government call centers. Recruiting candidates who have security clearance is one of the biggest challenges government call centers face. However, partnering with a staffing firm makes finding the perfect candidates […]

How Staffing Firms Help Government Call Centers Find Cleared Candidates

Larger Pool of Candidates

Finding ideal candidates is difficult enough. Adding additional requirements makes the talent pool even smaller. Premier staffing agents have access to an extensive network of talent with both the clearance and skills needed for government call centers.

Improve Time-to-Hire and Cost Rates

Time is money. Managing hiring and staffing metrics are crucial. A staffing agency can help you improve and maintain these critical metrics in the following ways:

Larger talent pool – Makes it quicker and easier to find qualified candidates
Pre-screening – Forego sifting through countless resumes, receive only the most qualified applicants to interview.
No distractions – Helping employers find and hire personnel is all staffing agencies do, which means they will not be distracted with other tasks, helping you find the hires you need more quickly.

These strategies will help you reach your key metric goals, improving the efficiency of call center operations.

Reduce Turnover Rates

A high turnover rate is costly. It takes additional time, money, and resources to begin the whole hiring process, post open positions, vet hundreds of resumes (many of which are not qualified), and spend countless hours interviewing candidates who may or may not make the cut. A staffing agency will handle all of the legwork by:

Posting a carefully curated job posting
Sourcing and vetting applicants
Identifying candidates who are the best fit for the position

By taking the time to seek out only the best-suited applicants, employees are more likely to stay longer, significantly reducing turnover rates. In short, working with a staffing firm to find candidates will save you time, money, and stress.

Need Help Finding Qualified Call Center Employees? Salem Solutions Can Help!

Salem Solutions is the nation’s leading government call center staffing agency. With a wealth of experience, we provide unsurpassed accuracy, flexibility, and support to organizations just like yours. Let us take care of the hassle of finding the perfect candidates with security clearance while you focus on running your call center. Contact us today, and let’s get started!

Jule Doran
•
Posted on
September 8, 2021

Advance Call Center Career

As with any career, when you start at a call center, you already have an eye towards the future and how you can grow and advance. The key is to continuously learn and hone your abilities. Working your way to the top in a call center is as much about hard skills as soft skills. […]

Five Skills That Will Advance Your Call Center Career

Communication is Key

At the heart of call centers are communication. Employees must be able to communicate with customers and other team members effectively. These tips will help improve your ability to communicate:

Never assume information is common knowledge. Carefully explain every situation.
Within the call center, take note of how each person likes to communicate and tailor to them. For instance, some will prefer email or phone while others want a face-to-face conversation.
Do not keep pertinent information to yourself. Be sure to share with those in your organization who need to know.

Manage Stress Effectively

Call centers naturally can be stressful atmospheres. They are very fast-paced, and there will be times you must deal with angry customers. It is vital that you learn how to manage stress. It is all about compartmentalizing. Devise strategies to deal with one stressful situation at a time while keeping your cool and not allowing it to ruin your entire shift.

Walk a Mile in Your Customers’ Shoes

Let’s face it. Customers do not call because they are happy with the service. They are having an issue with a product or service. In most cases, customers just want to know they are understood. Empathize with every caller and try to feel what they must be feeling. Try listening carefully, taking notes, and thoroughly analyzing an issue before you present a solution. The better you are able to connect with callers, the higher your success rate.

Put Out Fires

As mentioned above, customers can become incredibly angry. A heated situation will not lead to a positive resolution, and the caller will get off the phone still upset. Instead, work to de-escalate the situation as quickly as possible. Follow these tips:

Maintain a calm tone of voice
Show concern and understanding for their problem
Ask what the best-case solution is for them and come as close to it as you can.

Are You Ready to Take Your Call Center Career to the Next Level?

Whether you are just beginning your career or a veteran ready to advance, the above tips will help hone your skills. Don’t forget, when it’s time to find your next call center job, partner with Salem Solutions. They specialize in call center staffing and can help you find a rewarding career that fits your goals. Don’t waste another minute! The beginning of your next chapter starts by contacting us!

Jule Doran
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Posted on
September 1, 2021

Reduce Call Center Stress

To help call center employees thrive, first, you must understand their unique situation. Naturally, agents are in stressful situations daily. Customers who call in are not doing so to rave about your organization. At the very least, they are frustrated and sometimes downright angry about an issue revolving around products and services. Other internal sources […]

Uncertainty about job duties
Lack of high-quality equipment
Micromanagement
Few or no incentives
Low pay

When call center agents are not thriving, your call center suffers from poor performance, decreased efficiency, and a high employee turnover rate. Follow these tips to help employees succeed!

How To Help Call Center Employees Succeed

Set Goals

Achieving goals is not only good for the call center but is excellent for employee morale. It instills a sense of accomplishment and success which increases productivity. Keep in mind the following when setting goals:

Attainable – Each goal should be attainable. Break significant goals into smaller chunks to make them more realistic. If they are unrealistic or seem unattainable, employees will not be motivated.
Measurable – There is no way to know if goals have been achieved if they cannot be measured. Make sure each objective can be accurately quantified.

Setting realistic goals helps to ensure that all team members are on the same page and headed in the right direction.

Create a Comfortable Atmosphere

Many people think of call centers as cold and sterile environments with a pace akin to the trading floor of the stock market. This does not paint the picture of a welcoming workplace. Instead, make your call center a comfortable atmosphere with these tips:

Include warm colors as opposed to stark white
Ensure plenty of room between workstations
Provide a relaxing break room complete with a coffee and a snack bar, furniture, etc.

Employees who feel comfortable are more likely to perform better at their jobs. As a bonus, allow call agents to personalize their workstations if feasible. Having photographs of their loved ones or pictures of calming scenery can elevate their mood and keep stress levels down.

Supply High-Quality Equipment

Imagine talking daily to callers over a poor-quality headset that crackles and fades in and out or working with a computer that constantly freezes. This is stressful for both agents and customers and can quickly escalate an already tense situation. Not to mention, equipment failure decreases the efficiency and productivity of your call center. In addition, consider offering options for different types of desks. Some people prefer to sit down for the entire shift and are okay with a traditional desk. Other agents will prefer a taller desk that allows them to both sit and stand.

It is worth investing in high-quality equipment that makes your agents’ jobs easier. Another piece of advice is to use a single, centralized app that makes it easy to access customer records.

Motivate with Rewards

One of the most powerful motivators apart from salary are rewards. It is crucial that employees feel appreciated and know their value. Here are a few ways to show your employees they are a valuable part of the team:

Celebrate the completion of company goals
Hold friendly competitions with highly sought-after rewards such as paid time off, gift cards, etc.
Organize fun activities that foster camaraderie and increase morale

Find out what fun treats and activities motivate your team and implement them. Happy employees are employees who will stick with you for the long haul.

Keep the Lines of Communication Open

Nobody likes to be kept in the dark, including your employees. Good communication increases employee engagement, productivity, and efficiency. Furthermore, your call center is more likely to experience a lower turnover rate.

Do not keep company news to yourself. Share it with your employees unless it is meant to be top-secret, of course. To ensure everyone is kept in the loop, have a plan in place. For instance, weekly or monthly meetings or a newsletter.

Offer Advancement Opportunities

The ability to advance in a job is a huge factor in motivating call agents. Provide opportunities for growth within in your company. However, it is not just enough for these opportunities to be mystical unicorns that everyone has heard about but no one has seen.

Instead, clearly lay out what is expected of employees. So they know how to take their careers to the next level. This may include things such as:

Diligence
Responsibility
Punctuality
Ability to multi-task
In-depth knowledge of the company
Excellent customer service skills
Displaying a high degree of efficiency
Receiving specific certifications

Ask for Feedback

Your agents know best which processes are working and areas of needed improvement. Routinely ask for feedback. Keep in mind that anonymous feedback tends to be the most honest because employees do not fear retribution for speaking their minds. Anonymous digital polls and surveys are a great way to accomplish this goal.

Obtaining feedback is not enough. You must act on it. Employees will stop giving quality feedback if they feel it isn’t taken seriously. Address every concern. Even if you can’t provide the solution asked for, get as close as you can, and explain why you can’t. Your employees’ feelings will be validated, and call center processes improved.

The First Step Matters

Good employees don’t just stick around. You have to work hard to keep them. The above tips will help agents thrive in call centers. One of the best ways to ensure employees thrive is to hire candidates who are a good match in the first place.

Need Help Hiring Great Call Center Employees? Salem Solutions Can Help!

Hiring is a time-consuming process, and cutting corners will leave you with subpar employees and high turnover rates. Seeking the services of the nation’s leading call center staffing agency frees up your time to focus on running your call center. Additionally, it ensures you receive only the highest-quality hires. Salem Solutions handles all of the legwork for you and presents you with only the most qualified applicants. Contact us today and see the difference we can make!

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