The Value of Call Center Customer Service Training: 6 Statistics You Should Know

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May 16, 2017

With the rise of social media and new chat and text features along with the phone, your consumers have never had more choices when it comes to deciding how to communicate. Furthermore, studies show that by the time a customer picks up the phone to get in touch with you, they’ve already tried to resolve their problem, question or concern another way. In other words, most of your consumers have already invested time and effort in engaging with your company, and decided that calling in would be the best solution.

Is your team ready?

Unlike years past, customer service call center agents aren’t just helping customers place orders or answer simple questions about your products. Instead, they’re working to solve bigger problems (“Why won’t my order go through online?” or “The catalog description didn’t say how long this product should last”), address technical issues, and provide product information that goes beyond just superficial descriptions.

Along with more complicated service issues changing the contact center landscape, new expectations for a personalized, customer-centric approach make the stakes even higher.

Consider these numbers:

Contact Center Customer Service Training: Six Statistics You Should Know

Your call center employees may not sit in the C-suite, but they are where the battle for consumer loyalty is won or lost at your company every day. And their success relies on more than just a friendly voice or a passing knowledge of your products. It’s about reproducible skills that can work with every customer, every conflict, and every time. It’s about empowering your call center employees to not only go the extra mile for your clients, but also making your staff feel like their efforts matter.

Good customer service training brings emotional intelligence together with a refined set of communication skills that enhance more than just your call center. They are skills that make your staff a cohesive team, one that has collectively bought into the values and the mission behind the products you sell.

The companies that endure know success is no accident. It comes one call between a customer and a team member at a time. Are you taking the steps necessary to ensure that interaction is everything it can be, every time?

The world has changed with the addition of our digital universe. And yet, in 2017, the human element of any customer contact has never been more important.

 

White House Office of Consumer Affairs

McKinsey Organization

Harris Interactive

Lee Resources

Genesys Global