GoResponse Telephone Answering Service Staff

Key considerations when adding call centre channels

OfficesRunning a multi-platform system is something that the majority of modern call centres have to do if they want to satisfy customers and keep up with the competition. However, it isn’t always as easy as just bolting on a new network, such as Twitter, and watching it succeed. For telephone answering services adding to their communication channels, there are some key things to consider.

First, it is vital that any new channel is given a test run, and this should be done with a small control group and a number of skilled agents. The right tone must be provided from the beginning, so agents need to be careful to ensure consistent communication that follows the manner of a call centre’s other channels during the testing phase.

When it comes to the channel itself, it has to be clearly matched with the right enquiry to be successful. For example, trying to convey complex tasks via Twitter will only lead to aggravation. However, Twitter can be a great tool for connecting with customers and sending them to great resources, such as FAQ pages or webchat options.

Finally, it is essential to realise that manning an omnichannel approach is not everyone’s cup of tea, nor is it likely to be easy for many agents. This means that managers must think carefully about who they assign to new channels to give the best launch possible.

award winning