Call centre staff wear lots of hats these days. Long gone are the times when they answered the phone and that was pretty much that.
Today, staff deal with emails, texts, online forms, phone calls, live web chats, social media and apps. Professional communication skills, sound technical and social media talents and being super organised are essential parts of the job.
But we don’t stop there. Read on to explore other ways Corporate Connect is a cut above the rest:
You really can’t get away with anything these days.
With much of the world’s population in charge of a phone, camera, video and social media apps at the ready, communication has become easier than ever. And, so has complaining.
We want to help you handle those media complaints with some tried and true steps:
Don’t think that complaint will go away
It won’t. In fact, time is a big part of dealing with a complaint successfully. If an irate customer doesn’t feel listened to, you’re simply just poking an already angry bear. Continue reading
Business is booming, clients are placing larger orders, and everything points towards expansion on a nearby horizon.
But with those plans to expand you’d need more customers, and that voice on the phone (or keyboard) is the face of your company. And we all know how first impressions last.
Typically, Christmas is a time when your permanent staff are slowing down and planning their summer holiday. However, Christmas is also infamous for customer care centres to be at their busiest! Last minutes demands or scheduling appointments while retailers dealing with product returns due to the wrong size, wrong colour or wrong delivery.
To retain those loyal customers and stay on top of things here are a few tips to keep your business ticking along nicely so you can think about winding down.
You’d be forgiven for thinking call centres were the fashion back in the 1980’s, or that they’re all based in a far-off land which has no real connection to the company they say they work for.
Corporate Connect is a proud New Zealand contact centre helping thousands of organisations to build strong, profitable relationships with their customers.
Scripts are undeniably useful in a contact centre when you need to give customers specific information such as contractual terms, to ensure that nothing is left out. It also helps your call agents consistently follow the tone that your brand wants to set. Likewise, it can be invaluable in technical centres when troubleshooting for example. Continue reading
Creating a truly useful survey requires upfront planning. Although, theoretically, the results obtained from it should match fairly well customer satisfaction scores, there are too often significant discrepancies, highlighting the important of asking the right questions. Continue reading
Agents that are truly multi-skilled are a gift to any contact centre as they offer the flexibility of being allocated to departments depending on incoming contact volumes. However, being able to accurately predict where they will be needed when is essential to making the most of them. Continue reading
Whether you manage an inbound or outbound contact centre, there will be times when you need to defuse tense situations, be it because a customer has called you about an issue or because you are trying to sell them something.
Here are a few tips to handle objections positively. Continue reading
For many contact centres, Average Handling Time (AHT) is still an essential Key Performance Indicator (KPI). It affects the number of staff and the system capacity you need.
In the past, it was often thought that a low AHT was what to strive for but, over time, companies have recognised that it was too simplistic an approach to measure efficiency and that they had to take into consideration other factors such as First-Contact Resolution (FCR) rates. Continue reading