The ability to respond to challenges in the call center is one that sets winning customer service teams apart from the rest. When managers can smoothly navigate these problems in real time, they reach an unmatched level of performance that becomes a major differentiator.
Alerting tools and tactics are highly important in achieving a state of exceptional service, and they are relatively simply to execute. Here's a brief strategic overview to help managers get started and use call center alerts to their advantage.
Above all, a call center leader needs to recognize that alerting systems are not only about immediate problem-solving, but rather the big-picture customer experience that means so much to modern consumers. In fact, brands that emphasize the overall journey of the customer often see between 10 and 15 percent increases in revenue. It all starts in the call center.
Gauging customer service quality is not easy, which is why call center leaders must identify metrics that they aim to improve using an alerts system. For instance, 25 percent of customers abandon a brand due to extended call waiting time. Managers will want to create alerts that directly address shortcomings in the call center, as evidenced by metrics reports.
Once a custom set of metrics is in place, managers must work to maximize the visibility of their alerts to ensure that agents and supervisors stay in the loop at all times. Tools including mounted displays and desktop widgets are very useful in this regard, while mobile devices and email accounts also play an important role in the notification process.
Finally, call center managers can set up their alert systems with the foundation they have built using metrics, displays and customer service priorities. Of course, strategy is not enough, and these leaders need to act on these alerts in real time if they want to see improvements. After all, two-thirds of companies believe that real-time responses are highly important.
Even with a strong alerts system up and running, managers need to always be looking for an edge, and to improve their approach whenever possible. Companies that constantly find ways to better their operations will always be positioned for success.