Working as a call center agent is not easy. Agents spend most of their time on the phone talking to customers, resolving complex issues with often angry customers. Considering the resulting high levels of stress commonly experienced, it’s no surprise that call center turnover rates are usually in the sky.
Customer experience has a significant impact on business results, so if you haven’t already started to establish your strategy for next year, then now is the time. And if you are looking for some inspiration, here is my list of customer service trends you should watch out for in 2019!
Christmas is just around the corner! By this time of the year, most of us have already got into that lovely holiday spirit, shopping Christmas gifts while counting back the days. If you manage a call center, however, chances are you associate Christmas with overtime, demanding customers and increased stress levels.
In today’s ever-evolving workplace, if you aren’t prepared to react and adapt to change, it could have a dramatic long-term impact on your business. The call center industry, in particular, is undergoing significant changes at the moment, with the general trend seeing a huge shift from bricks-and-mortar to virtual premises.
While cross- and upselling is vital for any call center, achieving successful sales results depends on a couple of factors. Firstly, a reliable technology solution will put you on the path to success. Secondly, leveraging call center consulting will help your call center move ahead. Ultimately, it is the combination of the two that will make the biggest difference.
An engaging call center wallboard can work wonders for your business, engaging your agents and improving productivity, but only if it’s used properly. Even today, though, many call centers feel they are taking a shot in the dark when they decide on what information should be displayed on their wallboard.
The idea of hiring remote agents has become more and more popular in call centers. This, of course, has brought significant changes to the industry – luckily, in good ways. In fact, relying on remote agents can be highly beneficial for call centers in terms of productivity, operations, and cost-effectiveness.