X

Would you like to customize your experience?

We will only send you the content you are most interested in.

I'm interested in:

Not now, thanks.

Stay Up-to-date with Xceleration

Getting call center staff to listen to customers

Call center incentive programs can help teach staff members the value of asking the right questions and listening to callers.

One of the most common complaints about customer service centers is that customers are forced to explain their situations several times before a resolution is reached. This can make it seem as if the company is not listening or is not trying to solve the problem.

Many organizations struggle to listen to their audience. The growth of social media has given firms more opportunities to connect with patrons, but without the right culture, the feedback offered through these channels may simply be ignored.

Call center incentive programs can help teach staff members the value of asking the right questions and listening to callers. Recognizing workers who have shown good judgment and offered creative or successful solutions gives other employees clear examples to follow. By showing the value of listening, businesses can build corporate cultures capable of delivering exceptional customer experiences.

In an interview with Smart Business, Jo Ann Lofton, senior vice president of Alabama-based Cadence Bank, stated that corporate culture is the key to reinforcing common values. The right work environment influences employees' decisions and encourages the use of internal information-sharing practices to solve problems on a larger scale.

Midsize Insider reports that data analysis is helping organizations identify and correct customer service issues. By examining trends, companies may be able to find solutions that can prevent problems from occurring in the future. Call center incentive programs encourage workers to input customer information and feedback into databases, and reinforce skills learned during training.

Training is vital to building a culture focused on listening to clients. Staff need to understand what is expected of them and recognize the value of following protocol. Reward programs can be used to encourage the use of new skills and techniques taught during training. Recognizing early adopters or rewarding the achievement of specific goals helps keep workers from reverting to their old ways.

What are you waiting for?
Subscribe to get the latest from our blog!