How to Deliver High-Quality Customer Service in a Call Center

Picture this: You’re reaching wits end as quality control issues slows your business down. In an effort to get back to normal, you call your provider to troubleshoot the issue. But instead of a helpful voice, you’re greeted by an automated answering machine and hold music.

Not ideal, right?

Your clients don’t think so either. Whether you’re looking to provide excellent customer service over the phone, or simply need solace in the fact someone else understands your pain—you’ve come to the right place. In this blog, we’ll dive into a few strategies to improve customer service in call centers.

A Better Way to Approach Support: 5 Customer Service Call Center Tips You Need to Know

1. Leverage Feedback to Understand Customer Patterns

First things first, before tackling any process issues, you need to identify problems with your current setup. “What’s the best way to identify current process issues,” you might ask? It’s simple: just ask your customers for their feedback.

Getting third-party insight into the perception of your service quality helps pinpoint issues that need to be addressed. Better yet, it makes your clients feel heard, which goes a long way toward enhancing customer experiences.

Moreover, according to studies conducted by Microsoft, 72% of customers say they expect support agents to know them on a personal level. Whether this be details about past interactions, their business, or unique service issues; the end result stays the same—customers want to speak with service agents who build a relationship with them.

And that’s exactly why it’s so important to take the time to truly understand your customers. Simply put, every caller has their own unique experiences, issues, or questions. While you might already know a few details about the individuals on the line, it never hurts to develop a stronger relationship with them.

Ongoing Training Should Be a Key Focus for Every Agent

There’s two guarantees when it comes to customer service in call centers. One, it’s imperative to provide helpful service. Two, you can’t provide helpful service without the proper training—and we’re not talking about your typical onboarding documents.

At the bare minimum, each call center agent should be thoroughly trained for the job they’re expected to perform. But all too often, organizations stop there. That’s why ongoing training is so essential, as the better support your agents provide, the better the experience is for your customers.

Investing in ongoing training means your agents will be more comfortable, confident, and capable on the headset. Which, in return, often translates to a happier and more productive workspace. Good training that includes continued education can encourage agents to stay put in their assignments, helping your business stay ahead of current staffing issues inside the corporate landscape.

As your organization expands its global footprint, one thing’s for certain: customer support tickets will grow, too. How you respond to them, however, can make-or-break your business.

3. Dive Into Each Phase of the Customer Journey

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In a perfect world it’d be easy to get connected with the right agent, have your question answered, and problem solved. Unfortunately, this isn’t the case. Customer service in call centers are notorious for long wait times, routing issues, and dead ends. That’s why, to create a more positive customer experience, you must ensure agents are interacting with customers in a way that is appropriate for their role in the customer’s journey.

For example, you’ll need to take a different approach for new customers than you would for existing ones. Customers who have called in several times before should already have a record of their past requests, service inquiries, and specific problems. With this data, you can provide personalized support, which directly leads to a better customer experience.

4. Reduce Hold Times With Omnichannel Capabilities

Ask anyone, “What’s the worst part about customer service in a call center?” Ahe responses generally fall into the same category: long hold times.

Truth-be-told, this isn’t surprising. In a world stock-full of instant gratification, attention spans seem to get shorter-and-shorter by the year. In fact, nearly 60% of customers who think they’re waiting too long will hang up.

Put simply, this isn’t the result you want. To counter this issue, call centers should provide omnichannel capabilities. Not only does this help streamline the support process, but it also gives customers a variety of options in terms of interacting with your agents. In today’s modern age, customers want a choice when it comes to corporate contact points, and the accessibility of a live chat is the best way to do that.

5. Above All Else, Make the Customer Experience Simple

When it comes to how much time and effort is required to reach your contact center, customers have limited patience. They want a quick resolution to their problems, which makes it your responsibility to simplify the entire communication journey.

But what if you didn’t have to? What if there was a way to access on-demand support from highly-trained agents? With GGA Solutions, there is.

Your Top Choice for Customer Service, Call Center Telemarketing, Lead-Gen, and More

We know quality customer service is the foundation for any successful business. That’s why we’re proud to offer exceptional call center services from highly-trained, college-educated agents. Ready to sit back, relax, and let the experts handle your customer inquiries? Good news, you’re in the right spot. Get in touch to learn more, and let’s get started improving your customer support channels.