There are lots of call centers out there, and many operate at affordable rates. You can copy someone’s business model and rates, but you cannot copy their customer service and it is customer service that wins the game. Here are some ideas for call centers to offer the best service.
1. Rep Selection
Many call centers either pick reps for you or give you one or two reps to interview. Basically they are dumping whomever they can’t place on your account which is not flattering. If you want to keep happy customers, give them lots of choices of reps, so that they can find someone they like even if it is a lot more effort for you. The other guys won’t do this, so you can stand out by being the most helpful.
2. Script Writing
When someone hires a call center, they normally have a script or a series of scripts for different purposes. The business owner should supply the call center with the script. But, what if the call center can understand the business model and refine or write their own scripts as a matter of policy? That seems like an excellent customer service idea.
Many companies just don’t get back to you to let you know how things are going. If you make your employees get back to clients daily or weekly to let them know how things went, that might be very highly appreciated.
New clients might not want constrictive contracts. They don’t know you and don’t know what to expect. A contract is a tool that guarantees how much monetary inventory the client will give to the call center, but doesn’t guarantee the quality of the service. In this sense contracts are completely unfair in favor of the service provider. If you want to attract smaller and newer clients, try to be very flexible with contracts otherwise you alienate them for no reason.
Do you decide on metrics or do you meet with the client to decide together? Some clients want to spend a more flexible time with customers while others want the most efficient service possible even if that means cutting conversations short and being in a hurry. Customized metrics are important if you want to please your client.
If your client likes a rep and then they just quit, that is very frustrating. It is important for a business to know who they are working with. I would not offer good money to anyone new. But, I would offer good money to someone tried and true who has at least six months on my personal account. If your reps quit on schedule every three months, we are not going to get to the six month mark. You might charge a higher rate for reps who have been with you longer. You might consider creating nicer working conditions so people don’t quit much.
7. Phone Lines
When I talk to overseas call centers, their phone lines are often poor quality internet lines. You are specializing in communication, so you should be top notch in all aspects of it.
Most successful call centers coach their workers. But, how much time do your clients spend coaching your workers who work for them? This is very important and should be a matter of policy that is worked out before you start a work relationship.
How easy is it for your client to talk directly with your workers? It might be difficult as they might be on different time zones. You need to make it easy for communication to take place.
Call centers are famous for having parties. Do you invite your clients to parties regularly even if it is by web cam? Maybe you should. It is fun and builds the bonds of a close relationship. Close relationships last longer than distant ones!