Customer service centers are everywhere, ubiquitous for the western world when speaking of the professional processing of customer request and complaints. No wonder why there are a few things that help you to feel a little better than having someone dedicated in order to make sure that you are satisfied. It’s like having your own personal servant if only for a few minutes. Here are the 5 call center tricks that works out every time and is something that would work well for you and your organization.

Try things yourself: Have you personally tested out the customer experience for the brand. So try and discover the problem trying to solve the issue through self-service, social media and calling up your calling center. What happened? Did you enjoy the entire process? Was it easy and pleasant enough? There is no better way you could understand the support experience if you do not try it by you yourself. You would here get to learn a lot many things about your customers, agents and how well equipped are your call center agents to handle those queries.

Hiding behind the IT Problem: IT problems are generally considered to be a pain for the call center agents and hearing each and every detail about them is very boring. If the agent says that they are offline due to the problem in the technology, you can just tell them to call the IT guy to fix it and get things back ASAP. There are many IT Problems though it is a blue screen of death and renders that the entire work station is unusable, or is it just the minor fault on a single software that is not even essential enough for handling the calls of your clients and customers.

Offer customers a call back solution: Replacing a hold time with call time would here significantly abandon the call rates, improving the experience of all your clients and customers. Customers who generally receive a call back from the call center agents are happy because they do not have to continue waiting on the phone for the extended period of time. This again translates into a more effective interaction with the call center agent making it easier enough for the others to do their job.

Audit Your Customers: One of the best ways to collect the feedback of your clients and customers is to make it easy for them to share their experiences as they continue to occur. And according to a research study conducted by Loyalty 360 you as a call center industry agent need to focus on the right survey at the right place and at the right time. Try and ask questions that are specific enough for the interaction of your clients and customers, requesting for a feedback within a specific period of time of the transaction taking place, and managing the sample in order to ensure that the same customers are being reviewed.

Rounding up breaks: When does the break start? Is it the right moment for you to click on the unavailable button or is it when you are out on a walk. If you have lunch breaks during the mid-day you could come off with the phones bangs on the hour, then going ahead and reporting something minor to the person who is in charge, quickly replying to an email getting the sandwich out from the fridge, wearing your coat walking out of the door and looking at your watch and thinking if you left office at ten past twelve.

To conclude the above mentioned are the five mentioned tricks you need in order to focus on both customers and the call center employees, as this is where the majority of company fail with their CEM Objectives.

About The Author

Abhishek Jain is a passionate blogger and has written many blog posts on latest trends in Human Resources Management in BPO industry. His blog posts focuses on key issues like keeping employees motivated to work in that organization, identifying new skills, handling tough assignments both local and overseas, human resource problems and solutions, and customer experience management.