Strategies you can use to convert your customer service team in your call center into a customer sales team. And if you have already made the change, you can use them to strengthen your sales culture:
In many instances, call center reps were hired simply as customer service reps, and the job description they were given made no mention of selling. While management may have announced the change, many reps simply did not get the “new” message that their job entails selling and cross-selling…..more info
By now, nearly everyone has been erudite on the “myth” of average handle time. Long relied upon as a measure of call center competence, the AHT metric has been dismissed in recent years by those who believe it runs oppose to customer-centricity.
To sum up, no pun intended, customer management professionals have come to panic that assessing performance based on call length urges agents to sacrifice relationships for brevity. Under the gun to keep calls petite, agents will not “risk” engaging in a dialogue that could produce poor performance against the AHT metric, even if a lengthy, meaningful call is required to really satisfy the customer….more info
More companies are using technology to handle customer service in an cost-effective and efficient way. Here’s how you can use analytics and data management and insight-driven marketing to improve your customer care systems.
There’s no denying the fact that customer service is central to a small or mid-sized business. The quality of that service will either develop or degrade customer loyalty to your brand and your business. With the economy in slump, customers have more alternatives than ever. The business that proves to be responsive to customer questions, complaints, or other needs can gain a clear competitive advantage. That’s why it’s so important to understand how new technologies can help you anticipate customer needs, tailor business processes to best serve customers, and ultimately improve the efficiency of your business – the latter of which can keep costs down…. more info