Tag Archives: call center

11 Essential Traits That Your Customer Support Executives Must Possess

Posted on March 21, 2015

Do you know the secret behind a successful call center? It is your customer support executives.  Find out the 11 essential traits that your agents must possess. 

The current age is often referred to as the “age of the customer”. To be a hit with your customer, you will need to transform your call center into an action center that is focussed on meeting and often exceeding the expectations of your customers.

A recent report stated that 31% of all companies look closely at the quality of their customer support interactions that take place every day in their call center. Around 30% of companies reward their employees who deliver quality customer services. Here are some more surprising facts:

  • 86% customers are more likely to make a purchase of a product/service after a good customer service experience
  • 58% of companies do not invest on training
  • 13% of customers will share their disappointment with a bad customer support experience with 20 others
  • 15% of customers will cut ties with a company that provides poor customer service
  • 90% of US customers still wish to resolve issues over the phone

These facts prove that companies are ignoring customer support, while in reality customer services need to be at the heart of the business strategy of any company.
How do you guarantee better customer retention, loyalty and sales? The key does not lie in the amount that you invest in call center technology or the processes and systems that you follow. The key lies in how effectively your executives are connecting with your valuable customers. Here are eleven traits that you must look for while choosing your customer support agents: Continue reading

Top 4 Tips to Increase Sales in Your Contact Center

Top 4 Tips to Increase Sales in Your Contact Center

Posted on January 4, 2015

Find out how to increase your sales in your call center and make your customers happy in 2015. 

Have you been unable to increase the sales in your call center in 2014? Now, you can change that and maximize your sales by making a few tweaks. Here are top three tips that can help you make your customers happy, while you make more sales.

1. Don’t depend too much on IVR

If you have focussed only on automated calls, you may want to make a change. Sectors, like Banking have a high IVR call rate of 70% and this figure is only increasing for other sectors as well. However, it is best to gain a balance between cost-saving automation and revenue-generating live calls. Analyze all the calls you handle and sort them into the most difficult, the simplest and the most valuable. This can give you a clear perspective.

2. Find out if your agents have the potential to sell

When it comes to increasing sales, most companies immediately think about training their agents. Training is important, but it is also critical to find out if your call center agents have the potential to sell to your customers. Recent research has revealed that out of 100 customers, 12 wait for an unacceptably long time, 18 do not get their queries resolved and 20 are unable to get through. This is why it is very important to only choose call center agents who can actually sell.

3. Ask your customers for feedback

After a call is placed by a customer, ask them for feedback. This will help you to see who are your best agents. You will also know who are the ones that are productive and have generated good customer satisfaction. Continue reading