Author

Ajeet Singh Kushwaha

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Call center agents are often the first person a customer will speak to from your company. This first impression is pivotal in customer experience and satisfaction. Happy customers are loyal customers. Loyal customers bring repeat business and spread positive reviews about your company. Conversely, unhappy clients look for alternative providers and spread negative comments about you. For too long, the role of customer support agents and call center agents has been undermined and undervalued. It is time to take an active role in training call center agents in excellent service. The Ideal Agent As with any position within a high functioning firm, it is important that you hire the right type of person for a call center job. The main things to look for in a call center agent are a person who: is fluent in the language of service, has excellent technical skills, is punctual, is flexible, able to…

A customer service knowledge base is an online library of frequently asked questions (FAQs), tutorials and guides that your customers and agents will appreciate. Today’s internet-savvy customers have no problem looking up a knowledge base on the company website to find answers to their queries themselves. In fact, 67% of customers prefer the self-service option over talking to an agent. A customer support knowledge base enables agents to stay updated with the latest product information and respond effectively to customers’ questions and grievances. A customer service knowledge base is a valuable training tool to bring new agents to grips with information to share with customers who call in or raise a ticket. Business benefits of a customer support knowledgebase Short customer wait times: Customer service agents can handily refer to their company’s knowledge base to respond quickly and correctly every time. When tickets pile up or phone ring off the…

The call centre is the backbone of any company, and it is often directly responsible for maintaining the business’ image in the eyes of the public. Support agents can often make or break a business. This, coupled with the fact that consumer expectations are constantly evolving, means that underperformance on the part of call centre agents can cost a company dearly. As a company grows, providing customer support becomes more complex. More products and services mean more potential problems, and more potentially irate customers to deal with. Agents may find themselves requiring more upfront knowledge, and finding the right person or department to direct queries to may also become more difficult. While these challenges must be dealt with as a company grows, they are not the customer’s concern and should be handled behind the scenes so that customers still receive the quick and efficient support they need. This means improving…