You’ll find all kinds of business tips and advice online – particularly relating to call centres. Presumably this is because call centres are generally lampooned for being annoying, unhelpful or even in some cases completely unusable.
Some of these tips, blogs and articles can be annoying in themselves: full of jargon, clichés and patronising language. However, here at Fresh Air Towers we do find some that are quite handy. Although we do tend to find ourselves shouting, “Hang on! What about this? And they forgot to mention that as well!”
Top Tips
Those fine examples of manhood and womanhood at callcentre.co.uk have furnished their website with some top tips for call centres. Here they are alongside our thoughts:
1. “Listen to the customers”. Whether they’re coating you with compliments or they’re on the moan.
2. “Identify where improvements need to be made”. Presumably they mean with the way your system works, not just whether or not you need some new loo roll in the ladies’.
3. “Monitor changes brought in”. In other words, don’t stop changing. That’s not an excuse to keep buying new clothes though.
4. “Encourage staff to contribute”. Yes, don’t just sit around desks with the high-ups. After all, the ones that do the actual work on the floor, probably know better than anyone else.
5. “Involve staff in the process”. Otherwise you won’t know if the changes are actually fit to work.
6. “Unrelenting focus on the customer”. Well, because if you don’t, you might lose them.
7. “Managers should give their full support”. Because if they’re miserable, everybody’s miserable.
8. “Have a crystal clear vision in place”. No ambiguity. Only leads to total chaos and confusion.
9. “Always use plain English”. No jargon, no clichés. It doesn’t make you sound smart and clever. It makes you sound like an idiot.
10. “Assign the best people”. If you’ve got the right resources as well, you’re onto a winner.
Tip Top Tips
These tips are all very well for ongoing attitudes and improvements at call centres, when changes are made to the customer experience. However, moving on to more practical advice, this is what we would recommend needs attention. There are only three things, so we won’t keep you long. Then you can have a cup of tea or something.
1. Call routing. Make it simple and straightforward. Whatever gets the caller through to the correct person or department the quickest and the easiest way possible.
2. Scripting. Believe it or not, scripts are required. Treat them like the best movie scripts: straightforward, simple and memorable. Every great work begins with a great scriptwriter.
3. Voice. Don’t just grab Mavis from Accounts and get her to record a voicemail message in a busy office. Select a professional voice artist that matches your brand and your customer and get the recording produced in a professional studio.
Stop Tip Top Tips
That’s it really. Simple when you think about it. And that was all done with no jargon or clichés. You see; we don’t just walk the walk, we talk the talk and we’re thinking outside the box all the time whilst not changing horses in midstream and keeping our powder dry until the cows come home. Sorry about that. Couldn’t resist…
If you would like to see the original tips and article from the callcentre.co.uk people, click here… http://www.callcentre.co.uk/10-top-tips-customer-experience-process-improvement/?bid=7461209&cid=74262&seg=&lid=72971
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