GoResponse Telephone Answering Service Staff

Top Customer Service in Call Centres

Last week we talked about changing customer service in UK call centres and what we do at GoResponse to ensure we stay on top. They are also points you should enquire about when opting for call centre outsourcing.

Today we’re going to pick up where we left off. We’ve covered the script; now let’s look at one of the new entries:

Social Customer Service!
There are some people out there that still prefer the dulcet tones of a human call centre operator but with the explosion of social media in the last few years more and more customer are turning to alternative platforms to get in touch. Customer Services 2012 isn’t just about call handling and answering questions, it’s about engaging with your customers.

59% of organisations now use Twitter as a communication channel to customers with 60% taking on Facebook. Here are a few processes we have implemented at Go Response to make sure our customer service levels remain second to none.

  • Offer live chat on the website. It’s an easy way to interact with customers looking for a quick fix.
  • Respond to customer emails with a personalised reply, using their name and other details.
  • When a current or potential customer tweets you, or writes on your wall, respond – always.

Software!
The process must be seamless. No matter what platform customers use to get in touch, and whichever call centre operator handles their request, customers need to feel confident you know who they are and are up to speed on your situation. The best way to consolidate all the information on customers, allowing every operator to access the same information is with the implementation of CRM (Customer Relationship Management) software.

  • A quick flow of saved customer information makes all your interactions more personable.
  • Archive customers’ emails within the software to draw up recent interactions quickly and efficiently.
  • View social interaction to address previous discussions or missed opportunities.

So that’s a peak into how we do it; and do it well! For more information about all of our services head over to our website.

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