Strategies to strengthen a socially enabled Call Center

1
6 Amazing Steps to strengthen a socially enabled
Call Center
2
Introduction

• A socially enabled call center is not a new
  concept.
• Call center companies have been taking the help
  of social media to effectively handle the
  call-flow of the customers and interact with
  them.
• But lately, the perspective towards using this
  media has changed as social media has established
  itself as one of the most important platforms for
  providing effective customer service.
• So, what exactly is a socially enabled call
  center?
• It is a call center that utilizes all the
  platforms of the social media platforms including
  voice, live chat, and mobile apps, social media
  networks such as Twitter and Facebook and emails
  to provide efficient customer service.

3

• When a call center company offers such
  Omni-channel platform of interaction to the
  customers, the queries are solved quickly and
  effectively thereby improving the brand
  credibility as well as sales.
• With the world of customer service undergoing a
  huge change in the last few years, social media
  has become one of the driving forces behind this
  constant change.
• According to GARTNER, by 2020, 85 of the
  customer care issues will be solved without
  interacting with the humans directly.

4

• It means that the preference for the social media
  platforms will grow manifold and it will be a
  most influential medium for solving customer
  issues in the years to come.
• It indicates that in the coming years call
  centers will need to use more of social media for
  customer-centric service.
• How can a call center ensure to keep customers
  happy and provide prompt feedback attention to
  the customers with the assistance of social
  media?
• Here are a few ways in which you can provide
  exceptional customer service by building a
  socially enabled call center

5
Increasing Response-Time

• Social media has ensured that everything is
  immediately available and the questions are
  solved instantly.
• Hence, care should be taken in such a way that,
  there are no negative interactions or vibes
  between the customers and the call center agents.
• Because one word about a lapse in the service can
  spread in nano-second like fire on Twitter and
  Facebook.
• The only way to rectify and even avoid such a
  situation is to respond quickly.

6

• How quickly your customer service team responds
  to such interactions will be the deciding factor
  whether your business breaks or stays.
• When you are operating a socially enabled call
  center, all the social channels will be monitored
  continuously and hence the response will be
  instant thereby reducing the chances of such
  negative reactions.
• The more responsive your call center staff is
  across the different channels of the social
  media, the better it will be for your business.

7
Hiring Customer-Centric Staff

•  It is a common practice in the call centers to
  train the agents according to a requirement of
  the clients and also ensure that they have enough
  skill to answer the questions of the customers
  and solve their problems effectively, smartly and
  quickly.
• But there are very few people who are really the
  cool-headed ones and simply have a knack to
  remain composed even amidst a difficult
  conversation.
• Such people know how to cool down an irritated
  customer and divert his mind towards the sales
  funnel.

8

• While hiring staff for socially enabled call
  center, you must hire such people who have the
  strength to negate irritation from the
  conversation and bring back the positive vibes.
• Such people must be placed as the front-line
  employees and should lead the customer service
  arsenal.
• For building exceptional customer service and to
  ensure that your brand stands out the
  competition, it is highly important that you hire
  agents who have a got the idea of asking the
  right questions, listening aptly to the customers
  and reassuring them with plausible solutions.

9
Providing Quick, Personal Service

• Apart from working hard on quick response times,
  it is quintessential that the call center
  companies also have a strategy to offer personal
  service.
• A recent statistics from Forrester says that 82
  of the customers consider quick resolving of
  their queries as the number one factor leading to
  the great customer experience.
• Apart from quick resolving of a
  problem, customers also are eager to get personal
  attention or service at a certain level of
  purchasing cycle.
• They expect treatment as a valued customer, one
  who is recognized by the company.
• A socially enabled call center can offer a quick
  and personal response which in itself is one of
  the most important components for building
  a great call center.

10
Excellent Leadership Is The Key

• An organization with an excellent leader always
  stays above the competition irrespective of the
  ups and downs in the market situations and
  trends.
• The same holds true for a call center because the
  confidence and the answers provided by the
  front-line employees of the contact center
  companies are based on the direction and advice
  of their managers.
• A call center manager with excellent leadership
  quality can lead by example and ensure that his
  agents employ the right mix of confidence,
  attitude, and expertise while solving each and
  every query of the customers.

11
Keep On Training

• With every other second, a new trend or discovery
  knocking down the existing one as outdated it is
  a must that all the agents of the call center are
  detailed regularly about the latest and the best.
• And it is more important if you are planning for
  a socially enabled call center because, in a
  virtual world, information takes less than a
  nano-second to reach the netizens who are going
  to be your primary customers.
• Well-trained agents can handle all the queries of
  the customers confidently and satisfy them
  thereby delivering excellent customer service.
• As a call center owner, you must ensure that your
  organization keeps on organizing training
  sessions once in a fortnight to empower the
  front-line staff with the latest knowledge so
  that they are well equipped to resolve the issues
  of the customers.

12
Seek Feedback Regularly With Customer Surveys

• For maintaining and creating a great socially
  enabled call center, a call center manager must
  regularly solicit the feedback via short customer
  surveys.
• It provides you details about the response from
  the customers which in turn pinpoints the
  particular areas where you need to improve.
• It is nowadays easy to carry on the short
  customer surveys through social media platforms
  via group poll or online feedback form.

13

• These can serve as an invaluable tool for all the
  call centers vying for socially enabled setup.
• Whether you accept it or not no one can deny the
  fact that social media is here to stay and call
  centers do not have any option but to enter the
  socially enabled domain sooner or later.
• It is of utmost importance for todays business
  houses to know the number of times their
  products/services were mentioned on Google,
  Facebook, or Twitter.
• And it is only possible if you have a socially
  enabled call center backup.

14
Your Free Trial Is Just A Click Away
15
Thank You