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Empowering employees to solve customer service problems

Call center incentive programs allow businesses to build the environment needed to provide friendly and efficient service consistently.

The role of the call center continues to evolve. Changing customer demands and the development of new sales channels have made call centers a focal point for building customer loyalty.

CMS Wire states that over the last year, customer interactions became increasingly social and mobile. Businesses increasingly engage potential leads through social media or on their mobile devices. The abundance of information and self-service apps is helping companies manage customer issues more effectively, but patrons may still become frustrated and need a quick resolution.

Firms that want to provide reliable and effective service need customer service agents to be more empowered than in years past. Call center incentive programs allow businesses to build the environment needed to provide friendly and efficient service on a consistent basis. These initiatives can recognize top performers or even specific cases where the agent was able to uncover an issue and resolve it to the satisfaction of the client. This sends a clear message to the other employees about the type of service the company expects to provide

Business 2 Community states that those firms which are considered best-in-class for their services teach their agents to open a dialog as a way to uncover the root of a customer’s problem. This can require skills that may be difficult to teach but the right reward program could create a company culture in which agents feel empowered to act on behalf of the company. This could range from waiving late fees to creating a conference call with different departments to find a quick resolution. The source notes that more organizations employ in-conference collaboration as issues become increasingly complex.

One item has been consistent with building customer loyalty, even as interactions change. Consumers hate to make repeated calls about the same issue. Using a call center incentive program to encourage workers to resolve problems the first time could help create a loyal customer base that drives repeat sales.

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