Difference between Call Center and Relationship Center
The majority of call centers are cited in a spot within the office that is less than desirable. It is also someplace that work that can’t be completed by others is sent – the kind of work that customer service reps can sort out while receiving calls.
Just for a moment, imagine the typical setting for a call center. More often than not, they are built with dull partitions that allow for little or no creativity. The metrics that matter the most are wait times and call times, which automatically results in every call being focused on the transaction instead of interaction. Furthermore, a lot of client service representatives do not see any growth opportunities in their career, even when they work for organizations that are growing tremendously.
The Opportunity: Transform a Call Center into a Relationship Center
To imagine that environments such as these are capable of helping organizations develop relationships that have depth with customers’ looks as if it’s unattainable. There are several tweaks your business can make to help a call center transform into a relationship center. The first and obvious thing to do is to alter the name of the department to Relationship Center. If our desire is for our workers to become builders of relationships, we must earnestly begin to refer to them per se.
In our world of today, we tend to micro-manage employee tasks, call volume and time, however, we have to constantly keep in mind that the way we care for our employees directly impacts the way our employees will take care of our best customers. Employees must be treated as well if not better than our clients. We want our relationship builders to be representatives of our products and companies. We all can confirm that most of the time, the only human interface we have with our customers is via the call center.
When customers take out the time to put a call through, it is usually because they are having one challenge or the other with your product or service. Don’t you think it would be great if all our relationship builders become solution providers instead of enforcers of the policy? Wouldn’t we rather look forward to hearing more cases of heroic resolutions than clients requesting to see a supervisor to escalate their complaint? The next logical question would be to ask, what’s the ideal management level? In what ways can we provide our workers with the self-sufficiency needed to resolve issues without running down the business?
We must invest the time needed to prepare our employees. They must be equipped to deal with anything that could go wrong, equipped to carry out their job the best possible way, and equipped to go the extra mile to provide a consumer with a WOW experience should the opportunity come up. Equipped, is the most important word here. We can’t just assume that these things can be recognized by our employees, neither should we expect that once we tell them in an orientation that it will stick. Also, it doesn’t imply we should train our staff one time only and expect that they will uphold correct habits.
The Solution: Create a World Class Service System
We must put a system in place that can be used be every employee to always identify and deal with our imperfections, our standards, and Above & Beyond opportunities. The better equipped our workers are to deal with situations that crop up daily, the more time we have to direct things from behind. This provides us with a better opportunity to keep an eye on the activities of agents to make sure that every member of the team is performing their duties effectively.