Saturday, April 23, 2011

>The New Way of Helping Consumers: Customer Service Call Center

>Call centers have been the human crossing point for
years in several areas including order-taking, catalog
sales, post-sale service, and telephone solicitation.
With the booming of e-commerce, call centers are
becoming more important since they play roles in
organizations without the need for other physical
presence or human contact.

Nowadays, customer services have taken many forms.
Consumers expect that they will be able to obtain the
same quality of services and answers through whatever
medium convenient for them; e-mail sending, filling
out forms, telephone calls or even through online
services.

So, what are the requirements of establishing a
customer service call center? To answer that question,
exploring the elements, connections, and overall
skills involved is necessary.

The Elements of a Customer Service Call Center

Having a good customer service and knowing the
elements are not that difficult to determine. In some
way, it can also be helpful if one places himself or
herself on the consumer standpoint. Elements of a good
customer service normally include the requirements for
the agent. It does not necessary end with good
communication skills but a complete understanding
about the product or the service as well.

Aside from those qualities, someone who is able to
listen to the consumer’s situation and needs is also
necessary. Additionally, the agent should also be
empowered and intelligent enough to resolve the
situation effectively. But most importantly, the
element of a good customer service is someone who can
treat a consumer with respect.

The Methods of Connecting With the Consumer

The methods of communication with the consumer can
help determine the issue of staffing levels and
technology. However, besides the volume of requests
for information or calls, it is important to also
consider other issues. Such issues may include the
difference in time zones between you and the customer,
consumers who are using the company’s services or
products at some time other than business hours and
the total variation in the volume of calls.

Nowadays, customers may also require the staff to be
available in a number of ways, such as: on the phone,
by fax, by e-mail, by VRU or Voice Response Unit, by
interactive ways on the Internet, or even in person.
Taking into account all these factors can help in
determining the staffing levels and the technology
going to be used as a method of customer
communication.

The Overall Agent Skills

Basically, agents are required to achieve some sort of
exemplary caliber regarding communication skills.
Although, agents must also be screened for their
writing abilities since there are customer services
requiring e-mail responses. Agents should also be
proficient in utilizing the equipments. By orienting
them about the proper use of several tools in the
office, bungling transfers, sending e-mails to wrong
addresses and other fumbles can be easily avoided,
thus maintaining the company’s credibility. Most
importantly, the agents should have the knowledge
about the company’s products and services. It may be
helpful to provide them with materials that can help
them answer the questions from the customers.

Listening and judgment skills are also important.
Customer satisfaction is easily the most important
goal of any call center. It is critical to train
agents who are deeply enthusiastic about their job and
are able to provide terrific services.

Customer service is probably the hardest and most
challenging aspect of any businesses. By developing
the proper system for handling customer service,
fortunately, can help the company establish its name
on the market.

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