4 Strong Reasons to Empower Customer Service Team

Customer service team acts as primary source of contact for customers. Customers have privilege to speak their heart out and vent out their anger on customer service agents. But the latter cannot do that. The situation becomes worse when they are not empowered to take any decision and hence can do very little to resolve the customers’ issue except to escalate. It further infuriates already angry customers and of course helpless customers service agents become the easy target for their anger.

An undeniable fact is that the customer service agents are the lifeblood of the company, which can make customer experience fantastic or pathetic. The agents face such situations on a regular basis. It is of course a draining experience that increases their frustration, often leading to job dissatisfaction, attrition and customer dissatisfaction.

Some companies understood this basic fact and are working hard to empower their inbound call centre services teams. If you still have question in your mind regarding the importance of employee empowerment, below mentioned pointers will definitely act as eye-opener.

Heightened Customer Satisfaction– When you empower your customer service agents with decision making authority, needless to say, they are in a better position to give resolution to customers’ problem instead of giving them a standard ‘ I will escalate this to the concerned department’. Customers are obviously happier to get on the spot resolution, leading to higher CSAT.

Increased Customer Care Agents Involvement – Customer service agents are frontline employees of every call center. They not only experience the pain points of customers but also know their real expectations from the company’s product and services. By remaining in direct touch with the customers, customer service team get access to important information which may act as a major breakthrough in improving customer experiencing. Thus, senior management should consider customer service agents opinions and encourage their participation in monthly meetings or while forming the company’s customer satisfaction strategies. This actually paves the way to employee empowerment and motivates them to express opinions and feedbacks without any hesitation.

Improved Company Culture – Most of the call centers, spend big budget on senior management and sideline the importance of front line personnel. However, the budget needs to allocate otherwise because call centre agents interact with customers directly and get access to important information, which is hard to obtain even via conducting surveys or research. Thus, it is prudent to keep them happy and motivated. Additionally, reward them for working tirelessly under high-pressure environment. Timely rewarding also helps in reducing high attrition rates in inbound and offshore call center which is fast becoming a major cause of concern.

Moreover, encourage offshore and inbound call centre service team to take frequent breaks if they faced back-to-back angry customers’ calls. This keeps them refreshed and increases their ability to handle unhappy customers in a better manner. Adopting such practices improves company’s culture by reducing attrition rate and increasing employee satisfaction.

Flexibility to Take Smart Decisions –Employees work with more accountability when they get the freedom to take some decisions for handling awkward situations. Depending upon the nature of offshore call centre services, arm your call centre agents to take smart decisions which result in retaining agitated customers. For instance, “Giving more discount than usual or arranging free replacement of product” are few smart ways which agents can offer on spot to appease angry customers. This gives the feeling to employees that they are important part of the business and inspire them to work with more commitment. This is even more important for start-ups as so when they should the choose that specializes as the call center for start-ups and understand the importance of empowering the agents.

In a nutshell, it can be said that empowering customer service team is a “win-win” proposition where customers experience great services and customer service team gets job satisfaction. Thus it is your own interest that you empower your customer service agents happy and motivated.  If you are a start-up looking to outsource customer support, choose a call center for start-ups 

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Created on Jan 30th 2019 06:48. Viewed 394 times.

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