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Train staff to be empathic


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Client call centres are mushrooming everywhere. Be it a 4 person or 4000 strong teams, these are the interfaces of brands with their leads & clients. In this blog, we look at ways to shape up these call centres for the 21st century as mediums of driving client loyalty as competition hots up.

Below are listed 4 ways to leverage client service calls to forge their loyalty with your brand:

  • Re-imagine your voice channel as a digital channel. When your client call centre goes digital, the productivity of each member of the client call centre shoots up.  With data from phone calls being captured, the speed of assistance improves. The call centre team can access a 360 degree view of each client and talk in a more informed manner to each caller.  This can enable each member to be invested in each call without distractions. They can focus on actively listening to each call and empathise. Thus forging a deeper association with each caller. An emotional connection between employee and caller is very important. This is because most people nowadays call on call centres because they have not found a resolution to their issues and challenges despite trying other mediums over and over. Clients call because they need a human being to intervene and make things right for them.

  • List various call scenarios.  After integrating your call centre with a CRM like Salesforce, you are able to review data collated from different sources.  A proper analysis reveals some recurring & typical scenarios of when clients call in for assistance. If a team is assigned to study these scenarios and find solutions for each of them, it will greatly enhance the productivity of each employee and improve client delight. The documentation prepared by the team should include ideal replies for each scenario, incorporating these scenarios into training programs for employees, as well as suggested: “next likely steps/actions” to solve these problems.  By this course of action, you are more than likely to retain your growing band of clients. 

  • Assign same team members as much as possible to the same caller. With call centres incoming calls being assigned to the first available agent thanks to digital intervention, it is quite frustrating for the caller to explain themselves again and again, without any resolution. In such a case, it is imperative that the caller must be given the option to wait for their preferred agent or not waste time waiting and speak to the first available agent. This helps build confidence in the caller that they ‘know and trust’ a particular person with whom they have a rapport & will help them as much as possible.

    With the above listed ways, your client call centre becomes a brand ambassador. Tech and humans come together to form a unique partnership that puts the callers at the heart of each call, each interaction.  

About the Author

Vineet Rana

Vineet Rana is the digital marketing manager in the #Awesome team at Codleo. He is passionate about all things branding, and his mission is to get amazing content out to everyone as much as possible. When He is not online, he loves cooking, lifting weights, and hiking in the Himalayas with his friends.

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