At the present time, it is believed that providing splendid support service is the most effective way to win customers’ loyalty. It is so because customers always expect that the company would deliver the best possible solutions at the time of need. And when the latter fails to do so, the former seek another brand that doesn’t disappoint in terms of products/services-quality.
Generally, business owners try to get a specialised service provider on board so that customers’ queries get solved to perfection. This is really a good move to consolidate the customer base. But the question that arises here is “Is it impossible to win customers’ loyalty and trust by running an in-house call centre?”
Well, customers’ hearts can be won by running an in-house call centre if these two resources are available at the disposal:
- Leading-edge technology.
- A team of deft support agents.
These resources will only be beneficial if they get used properly. Today, we are going to provide 3 essential tips that will pave the way for running a successful call centre India:
1. Give position after assessing agents’ skills:
In order to run a successful call centre, it is imperative to have a team of nimble support agents. It is so because the quality of customer service heavily relies on the competency of support agents. That’s the main reason why BPO firms always try hard to appoint agents with the right set of skills.
So, if you want to cater to customers’ needs on your own, always assess skills of potential support agents during the hiring process. After that, give the job profile that matches the skills of potential employees.
For instance, if a prospective agent has an extrovert personality, he/she should be handling customer calls. Or if the potential agent has good writing skills, he/she should handle queries on the live chat customer service medium.
In a nutshell, job role should be given according to the skills of new hires.
2. Never compromise with communication skills:
To give phenomenal support experience to customers, it is vitally important to ensure that all agents possess good communication skills. This factor is worthy to get attention because whenever customers make a contact for the resolution of product-related issues, they often expect a meaningful dialogue with support service reps.
Henceforth, if you are a business owner and willing to run a successful call centre India, make sure that your support staff has good communication skills.
3. Provide top-notch training:
Do you know about the major problem that often comes out while running a call centre? No? ‘High rate of agent attrition.’ Usually, support agents leave their job when they get frustrated with handling a myriad of customer service requests. Ineffective training is the most cited reason behind why agents get irked during support service interactions.
To prevent the hassle of high agent churn rate, it is highly advisable to provide top-notch training to customer service reps. And providing quality training is really fundamental because it not only helps in retaining agents but also ensures the deliverance of stupendous support experience.