GoResponse Telephone Answering Service Staff

Customer service excels when people and technology are combined

business people group working in customer and help desk officeMost modern call centres are striving for optimal customer services, with this being viewed as one of the most important drivers for business performance and top line. Two areas that are crucial to telephone answering services are agents and technology. Combining these factors can lead to great improvements in customer services.

The modern world is one of instant gratification, where people can get what they want when they want it. For this reason, customer care has become increasingly important, and it needs to offer some form of instant success to keep up with the times.

The most important part of any customer interaction is the actual engagement between client and agent. This means that workers must have the right skillsets when talking with customers so they can help and educate people. Therefore, looking past the resume is increasingly important, and real-world experience needs to be taken into account. In addition, new employees should be comfortable communicating over the phone, email, and social media, making them a resource capable of managing multiple areas.

At the same time, it is crucial to have the right technology to fit the needs of customers and the business itself. This can include high-powered analytics tools and interfaces capable of providing a single customer view. With mobile interactions increasing, call centres must have technology to scale into this new area.

By melding the right technology and agents, customer services can be given a much-needed quality boost. This will help callers and increase top-line revenue.

award winning