We all need to learn, and sometimes the learning curve can vary from agent to agent, but it’s important to make sure to facilitate a smooth transition from the classroom to the contact center floor. Here are suggestions as to how to do that:
To make a smooth transition it is recommended to make agents learn through mock calls.
Service and sales are chained together, especially now where the customer has a wealth of information and competition is abundant. To add another strategic weapon in a company’s playbook, service and sales must merge into one point of contact.
Another weapon that could be added is CSR i.e.; a sale through service or in simpler words cross selling. Customer service representative Businesses have begun to realize that the “hidden” customer service channel is ripe for leveraging a “sales through service” model. Credit card companies are one of the examples of that.
Throughout the outbreak of the COVID-19 pandemic, technology has played a considerable role in maintaining continuity of customer service. Contact centers were able to transition to a full-time remote work. Contact center leaders have stepped out of their comfort zones to serve their customers. Making sure that agents are available remotely and have access to data to deliver a great customer experience.
As pandemic is becoming the new normal and lockdown being lifted up, contact centers are start working on plans to bring teams back to the office, here are a few things to keep in mind:
Over the past few months, organizations have had to figure out how to adapt to a remote work environment. Managers were faced with unique barriers to how things were usually done.
More and more businesses have mandated that their employees work from home (WFH) in the ongoing effort to minimize the effects of the coronavirus outbreak.
The concept of Work From Home is increasingly being adopted by businesses around the world.
Among many benefits of using WFH, one is that it allows a business to continue processing work when office building becomes inaccessible for the staff.
The call centre industry is one of the industries that are known to account for the mass employment of fresh graduates from the universities or polytechnics. Irrespective of the course you have studied, you can easily fit into the call centre setting if you are determined and hard working. The fact that the job description varies makes it difficult to restrict the recruitment of a call centre agent to a particular field of study.
If you need to have your designated staff work from home in the most effective way, ZRG team is here to help with our experience, knowledge and solutions.
We have gathered and put together useful tips that can be used for working remotely, possibly for an extended period of time during a DR condition or due to change in business strategy.
