If your business offers professional services that require contact with customers or other clients on a regular basis, you should consider implementing a customer service call center. Contact centers are valuable assets for any business of any size, because they offer a range of services designed to help businesses achieve their goals. However, a contact center can only be as good as the people who provide it with services. Knowing that people to target is just as important as knowing which tools to use to make those targets happen.
The first step towards a good customer service call center is to know your representative. Your representative represents your brand at all levels and how he or she performs will have innumerable implications on the level of customer satisfaction you experience. Let’s face it: no matter how great your website or brochure is, if you’re not happy with your representative, your customers will feel like they aren’t being treated fairly. You should ensure that your representative is courteous, friendly, and helpful at all times, because a representative who doesn’t show these qualities is far less likely to foster customer loyalty. After all, it’s easy to make customers feel like they aren’t getting the value they expect from your company if they’re repeatedly denied access to someone they need Alliance Global Solutions.
Two separate types of representatives exist within a customer service call center, dedicated agents and shared agents. The best models for these types of operators exist when a business combines both dedicated and shared agents with twitter integration. The dedicated agents operate solely within their own company, using their own twitter account to update information about the company, handle customer inquiries, provide customer service, and otherwise promote the company. Shared agents have a specific area of responsibility within the company, and they often communicate through twitter with others who are also assigned a certain area of responsibility. This gives customers an opportunity to receive information about the company, voice their opinion, ask questions, and more from an agent they already know and trust.
Because emotional intelligence is such a powerful concept, incorporating it into a social media platform such as Twitter provides the best opportunities for building strong relationships with customers. When agents who are emotionally intelligent work in an environment where they are highly visible, they will be able to leverage the positive aspects of customer dissatisfaction or happiness by simply communicating with them in a way that leaves them feeling good. For example, a salesperson working at a coffee shop might use Twitter to let people know how great the coffee is, while other employees might use it to vent about their frustrations or share links to blog posts about the company. The salesperson’s social media activity creates a positive atmosphere for those who are listening or reading his words, while creating a negative atmosphere for those who are trying to get the coffee they want. By using Twitter to build relationships based on emotional intelligence, agents improve the effectiveness of their performance as well as the quality of service they provide their customers.
There are many different benefits to outsourcing customer service centers in this day and age, but Twitter is arguably the best one because of all of the factors mentioned above. While it might not seem like an effective way to interact with your clients, it actually provides a unique window into how you should be interacting. Inbound centers can use Twitter to share stories from their real life experiences and connect with people who might be interested in learning more about them. For an outsourced call center, Twitter calls can help them promote their company while also building stronger ties to their clients and prospects.
Many companies are using outbound call centers and Twitter is a big part of what makes this possible. Twitter is fast becoming one of the top ways for businesses to communicate with their clients while also staying abreast of the latest trends. Since many customers use twitter to socialize, having a customer service center that regularly engages with customers via twitter calls increases their presence while simultaneously providing a unique way to connect with them. The two go hand in hand.