When companies seek to improve their customer support initiatives, they often look at their customer service team. Every member of the team would then be under scrutiny—from how they conduct themselves over the phone and their conversational skills, to the quality of support they provide and their ability to handle difficult situations. But if you think that it's only your call center agents who need to improve in their tasks, think again.
Call center companies should think of ways to improve the performance of their team leaders. This trickles down to more effective agents in the production floor.
When companies seek to improve their customer support initiatives, they often look at their customer service team. Every member of the team would then be under scrutiny—from how they conduct themselves over the phone and their conversational skills, to the quality of support they provide and their ability to handle difficult situations. But if you think that it's only your call center agents who need to improve in their tasks, think again.
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AuthorConnie Lansangan is a content writer for Open Access BPO, an outsourcing firm in the Philippines. With many years of experience in the outsourcing industry, she uses her knowledge and skills in writing articles, research papers, and other resources about outsourcing strategies and call center management tips. Archives
December 2017
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