Microdot Technology

A call center's effectiveness depends on one very important factor: the productivity of its agents. Harley says he often heard agents tell customers who wanted to cut services that it would be easier to go to a Rogers store to do that, instead of the rep handling it over the phone and getting financially penalized. Make sure your agents understand the business side of your company and are capable of answering customers' queries relevant to the topics of your company's structure and mission.

For example, Customer Service jobs require a certain skill set and the interviewers will be looking to see if you possess them. This way you'll make the most out of your agents and they will improve the most which will result in exceptional customer service.

While many call centers still provide their agents with specific scripts, many more are migrating to a different model. As a dual-pronged solution, this tech helps weed out fraud and reduce call times for legitimate customers. In addition, contact centers must also deploy an intelligent call-routing technology with the ability to 'power prioritize' calls basis agent and customer profile.

Even if call center employees will eventually hand off the call to another member of your staff, listening to the whole story is important so the customer feels taken care of. 4.Intelligent Incentivization - Sales incentive compensation management is increasingly becoming the key decisive and motivating factor in influencing the contact center sales force to sell and make an impact on business performance.

Sometimes, the money that they have saved on brokers' commissions has been used for advertising, in order for them to entice their customers. Well trained agents can do little if they don't have good customer service tools and youtube.com resources at their disposal. This can be supplemented by fast-tracking customers for 'deals of the day' on Websites.