How to Ensure the Call Center Staff Is Successful and That Customers Are Well Served
There is several ways through which the management can ensure that distant call centers for their organizations are successful and that their customers are well served. Some of these include:
Customer service staff training and development
New employees should be thoroughly trained on communication skills over the phone and online. This should be done by experienced and successful trainers who are informed properly on the area. Consistent and constant training should be done to ensure that old employees keep updated with communication skills over telephone, even when customer complaints rise training should be carried out. The staff should be trained on how to deal with emotional people, and solving problems and handling conflicts without emotions (Alan Chapman, 2009).
Staff motivation is also an important task to ensure maximum effort of the staff
Management should ensure staffs are working in good working conditions that will not stress them and affect their job performance. Well motivated staff take the bank’s job as theirs and will do their best to ensure customers are satisfied and success for the bank. Motivation is also enhanced when an employee is well paid. Ensuring your employees are well paid is mandatory. Well paid employees are proud of their employer and tend to work efficiently and effectively since they believe they will get what is theirs, which is an appropriate salary. Good working relations ensure staff is not working under unnecessary pressure that may cause their depression which would affect their work.
Appoint somebody to be in charge of management of consumer complaints handling
This will ensure that customer ca...
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...ies in personality of the candidate. Tests need to be done which include situations that trigger a lot of anger so that one can identify candidates’ reaction when provoked. Commitment can be seen in confidence and expertise skills of a candidate and these can be derived from his abilities especially in communication skills and knowledge. Moreover, expertise, knowledge and skills can be derived from both educational and personal qualifications (Slideshare Inc, 2011).
Reference List
Alan Chapman, (2009). Customer Service. Retrieved from:
http://businessballs.com/customer_service.htm
Compare InfoBase limited, (2007). Recruitment process. Retrieved from:
http://recruitment.naukrihub.com/recruitment-process.html
Slideshare Inc, (2011). Recruitment and Selection Process.
Retrievedfrom:http://www.slideshare.net/jenbarr/recruitment-selection-process-presentation
Comcast Corporation is a company that specializes in cable networking and high speed internet access for residential and commercial customers. “Comcast Creates More Than 5,500 New Jobs as Part of Multi-Year Customer Experience Transformation” (Comcast.com, 2015). I spent a total of three years working for them in a call center atmosphere before relocating my family. This job was one of my most memorable and enjoyable mainly because they followed the management practices which allowed everyone to function efficiently. Nominally “The primary function for most call centers, also known as ‘inbound’ call centers, is to receive telephone calls initiated by customers. Inbound call centers typically spend 60–80% of their budget on staff members who handle phone calls” (der Horst, et al., 2012, 435). My days were spent with between eight to twelve hours a day attached to a desk and phone system monitoring all aspects of job performance. Comcast “today announced a new, multi-year plan to reinvent the customer experience and to create a culture focused on exceeding customers’ expectations, at all levels of the company. The plan centers on looking at every decision through a customer lens and making measureable changes and improvements across the company” ...
Call centers are typically business process outsourcing. They subcontract with various businesses; call centers are the hired party to perform services and create goods that are usually performed by in house by the company's own employees and staff. The business practice Outsourcing was introduced in the late 1980’s. I choose to do the Apple Tree Company video case because I relate to it a lot. I am licensed as an agent and insurance producer. I work for a company similar to Apple Tree. Teletech a business outsourcing company founded in 1982. My project is United Health Care. We have other projects like USSA. Pertaining to me, i take inbound calls from consumers 65 and over and help them find doctors, check medication, try to find a plan that
As you can see from the points above it is vital to give good customer
Furthermore, excellent communication skills are essential for effective performance management [U.S. office of personnel management 2016]. The need for continuous dialogue is essential. Managers should create an atmosphere which is conducive for interaction and work. So that colleagues can be able to share information on the organization’s mission, values and objectives. This leads to efficient and effective performance which contributes in meeting the goals of the organisation
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
Dean, A. M., & Rainnie, A. (2009). Frontline employees' views on organizational factors that affect the delivery of service quality in call centers. Journal of Services marketing, 23(5), 326-337.
Van Genderen (2014) expands on two basic concepts of managerial communication and distinguishes coaching and consulting from one another. The text continues about the coaching method and how it draws out employee talents, educates them, and develops new skills and eliminates deficiencies, all while consulting capitalizes on the guidance of preexisting strengths or knowledge. Van Genderen (2014) states that understanding the particular moments when a manager will need to consult on an issue, rather than coach, can be a challenging process. Reflecting upon the weakness indicated from the PAMS assessment there is room for improvement. Furthermore, developing skills in communicating with subordinates is crucial to narrowing the gaps of other deficiencies, such as, the adaptive behavior in communication discussed in the former. By being more aware of an employee’s methods of communication, and by developing proficient communication strategies, observing effective or ineffective communications tools, and seeking feedback from said subordinates are generalized methods that can be implemented when improving upon the adaptive skills of communication. Relatively, Van Genderen (2014) claims that effective communication between subordinates and managers may lead to greater job satisfaction for both parties, which compounds in higher output and more efficient work results, which in turn
This reflective essay will critically review my personal and professional skills that I am less confident in whilst in practise, which is essential for communication and developing effective relationships with others in an organization and even for personal development. The skills identified for improvement was highlighted in a skills audit for communication and effective relationships. A SWOT analysis was carried out to focus on the skills recognised, where finally an action plan was made to address how to improve the skills, what the challenges would be to develop them and how it is beneficial. The skills audit, SWOT analysis and the action plan are included as an appendices. It will also apply communication theories to
During the training, communication skill plays a major role in making my work succeed. I need to use the skill in order to convince my higher up to receive and accept my work. Talk fluently also important in order to make sure our ideas and message to be delivered well. This give me chance to improve my communication skill.
It is not easy to understand significance of some things and their impact until you actually undergo them. Ability to effectively communicate and work is one such thing. Before I started business communication class, I was very pessimistic about my communication abilities and my competence in rapidly evolving field of business communication. I was unconfident and nervous on my first day of class. I quickly realized that business communication is course that you will never learn until you energetically engage in various situations of listening and speaking. However, with all wonderful experiences of participation in the class, I personally felt that I gained a real experience without even working in an organization. Interactive nature of the class combined with wonderful teaching of Diana has really helped me to gain immortal knowledge. Through this course, I have refined my communication skills and strengthened my confidence to deliver professional standards and competencies emphasized by potential employers. I would like to share how each module of the course helped me to hone my interpersonal skills:
Effective communication is necessary in any aspect of our lives and beneficial changes in the personal or professional areas are visible when effective communication skill...
Communication is one of the most important factors in our lives. It dictates the relationships formed with the individuals in personal and professional lives. Effective communication provides a foundation for trust and respect to grow. It also helps better understand a person and the context of the conversation. Individuals often believe that their communication skills are much better than what they actually are. Communication appears effortless; however, much of what two people discuss gets misunderstood, thus leading to conflicts and distress. To communicate effectively, one must understand the emotion behind the information being said. Knowing how to communicate effectively can improve relationships one has at home, work and in social affairs. Understanding communication skills such as; listening, non-verbal communication and managing stress can help better the relationships one has with others.
As in all aspects of personal and professional life, having effective communication is a key element of success. Effective communication can benefit your relationships with people. By conveying your message and integrating them as a member of the team and not just a subordinate leads to better production. By effectively communicating you can clearly define job responsibilities and expectations. The better you are able to communicate the less likely organizational turnover of personnel will occur. Supervisors and leaders in the professional workplace find that the most important factor in advancement and retain ability is effective communication. Senior level executives and human resources managers are stressing the importance of communication and providing more training for mid-level management. Emphasis is placed on communication being clear by being transmitted strongly.
Don't assume that employees understand your desires with regards to welcome customers, noting the telephone, and dealing with customer complaints. Be particular by the way you anticipate that they will treat the general population who work with you and screen them until you're certain they have it right. Search for approaches to give your employees a measure of self-rule to take care of customer complaints or issues on the spot without always having to seek you out for
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