Call Centers and their commitment to generating brand value
You, I, or someone we know, has at some point had contact with a “call”, but what is a “call”.
What is a Call Center?
In a broad sense the source call center networks We define a call center as a company made up of a set of technological resources, whose main activity is to achieve interaction and connection with clients and potential clients through technological platforms integrated with computer tools.
As this definition clearly states, the backbone of a call center is the interaction between advisors and the company's audiences.
That said, this raises the question: Are companies evolving positively to ensure this interaction generates value for their brand? Are they focusing on strategies to improve perceptions and break the taboos surrounding call center service?
The big problem...
Contacting a call center and encountering an advisor who doesn't convey the brand's essence because he or she isn't prepared to connect with the person contacting you and provide effective solutions can be misinterpreted.
That said, and based on this experience, a brand will be defined by which that call, chat, or email can lead the client or potential client to reach the point of making decisions that jeopardize continuity, the relationship with the company, and of course, its reputation.
The solution...
This is where investing in services and developments tailored to each company's needs and generating value for customers by improving their communication experience becomes extremely important.
These tools will make it easier for advisors to interact with users and can avoid the repetitive and uncomfortable "Please wait a moment, the system is not loading" responses, eliminating agent inquiries and reducing wait times and downtimes during calls or reducing them to levels that are understandable to the user.
All of this must go hand in hand with training processes that not only focus on product training, system usability, or company policies, but also involve the agent's well-being and personal growth.
Having this approach will allow you to establish a direct relationship between being and doing, resulting in a real, human contact with the client.
"Consistently making small investments in people can generate outstanding returns" Scott Johnson.
Technology + Empowered Brand Agent = More Rewarding User Experience.
Happy Day! Liana M. Cardona C.
Fountain: Call center networks, 2017.
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