< Back
Empowering Your Customer Support Team
A cog in the wheel
A University of Sheffield Study on HR Management in UK Call Centers found that employee turnover, a key indicator of employee satisfaction, was lower when agents were given much higher discretion over how they completed their job tasks. After all, no one wants to feel like a cog in the wheel!
The real problem with CSR teams
Mostly, companies are unable to offer such discretion – call center teams are too large and often poorly skilled. Few employees will have the kind of skills needed to handle queries effectively, unless they are bound by a tight script. This means that even employees with superior skills are forced to follow strict procedures.
What’s more, customers have to go through multiple layers because junior level staff do not have the discretion to deal with their problems.
Empowering the customer support team
When routine queries are handled automatically using smart query technology, the business can afford to hire a smaller number of well-paid CSRs. This also means that CSRs can be better trained to handle unusual requests and questions and to handle them based on their discretion rather than sticking to a very tight script.
Clubbed with a good incentive scheme, it can make a significant different to staff morale and subsequently your customers satisfaction.
The One-To-Many Customer Service Model: Leverage Your Time and Experience
If you run an online ecommerce store watch this video and find out how to boost sales while lowering your cost by simply running your business more efficiently.
[Read on...]
Convert Website Visitors Into Leads, Build Trust Through Online Customer Service And Then Convert Them Into Sales… All Automatically!
Have you ever asked yourself how does your current sales funnel interact with your prospects? If it’s like most sales funnels out there it is simply a process of pushing information about your company, product or service to your market. The problem with this approach is that online consumers are demanding more these days. They […]
[Read on...]
Increase Online Sales –Put Your Best Face Forward With Outstanding Online Customer Service
It always surprises me that online customer service is often times the afterthought of many businesses, Something they to throw in at the last minute to cut down on customer complaints, returns and bad PR. But if you want to increase your sales, you need to look at the main ingredients that make up a […]
[Read on...]
Generating Qualified Leads and Sales Through Your Online Customer Service
Did you know that great customer service is actually an essential part of any good sales funnel? It can actually convert cold traffic into qualified leads and buyers, faster than even a carefully scripted sales message can. Why? Because before anyone subscribes, buys, or signs up for your product or service they need some basic […]
[Read on...]
