How to improve the customer service skills of team members in customer service call center

Among the 16 incentive factors that affect employees' turnover, the money factor ranks only in 1 1, and the top five incentive factors are: sense of identity, sense of accomplishment, work itself, sense of responsibility and development opportunities. Or we can say that the real reason for employees to leave their jobs is that they receive hundreds of calls every day, and occasionally a few of them are not answered well. Not only customer complaints, but also quality inspection and cleaning. A lot of rules and regulations in the call center are used for punishment, and there are few reward items. It's natural to answer the phone. If the phone is not connected well, it is a sin to say this plainly! Where does this let brokers talk about their sense of accomplishment and identity? ! Therefore, personally, to alleviate the difficulty of agent recruitment, we should start with reducing the employee turnover rate, as follows:

1, increase the intensity of employee interview counseling.

Is there anything more important for a call center employee than improving his working ability and helping him grow in an all-round way? The overall improvement of employees' ability is the competitiveness of enterprises. Is there anything more important for an enterprise than improving its competitiveness? Isn't the performance interview more important about past performance, in order to do better tomorrow?

The reason why our Shengdong call center manager doesn't want to do an interview is that he is busy, which is understandable, but can't be recognized. What is the fundamental responsibility of managers? Is to help subordinates grow up! And that's what performance interviews do! In fact, the things that managers are so busy with are often things that subordinates should do but have not done well. Performance interview is the best opportunity to cultivate and understand them.

Chaos theory (also known as butterfly effect) is known to all: the initial conditions are very small changes, which will cause great differences in their future States after continuous amplification. We can use a folk song circulating in the western world to illustrate this image:

Drop a nail and break a shoe;

Broke a shoe and a horse;

Fold a horse and hurt a knight;

Wounded a knight and lost a battle;

Lost a war and lost an empire.

Whether a nail on the horseshoe will be lost is a very small change in the initial conditions, but its "long-term" effect is the fundamental difference between the life and death of an empire.

I don't think call center management can cure the symptoms. My point is that all the problems in the call center are related, and there are many small things behind any customer complaint. There must be many factors for any employee's KPI index to decline. Therefore, as a manager, we must guard against procrastination. Anyone who has studied organizational behavior knows the "window of johari": We often make mistakes in the "blind area", and others know but we don't know that we have made mistakes.

Performance interview can solve this problem well.

The general manager of a telecom operator's call center once told me earnestly: Our children come here to work and dedicate their best youth to our enterprise. If enterprises can't help these children grow up, how can we live up to them? What I hope most is that even if these children leave our call center in the future, they will proudly say that I have gained the most in that enterprise.

Call center has such management, it's really god's eyes to see if it's not done well

2. Cultural system

The topic of cultural system is too big. Malinowski once gave a basic definition of "cultural system", which as an organic whole includes three aspects: material, people and spirit. Crowd refers to an organized group. Malinowski further explained that such human organizational units are called systems. This concept means the recognition of a set of traditional values, and people unite for it.

My personal understanding of "cultural system" is that enterprises stipulate what can and cannot be done; What to do and what not to do.

Call center may wish to organize more team activities, so as to bring the relationship between team members closer, enhance the cohesion among employees, and organize more positive activities, such as knowledge contests and outings.

3. Training and consultation

Service quality is very important to the performance of call center. Therefore, in the management of call center, the control or guarantee of service quality needs considerable attention, so training and consultation should be strengthened.

For new employees, it is even more necessary to make detailed training and counseling plans. It is difficult for new employees in the call center to make up for their congenital deficiencies. If the training of new employees is not in place, it really takes a lot of energy to improve through on-the-job training.

Some people have done statistics, and the employees who leave the call center for two months account for 60%~70% of the total number of employees who leave. Why is the turnover rate of new employees so high?

Someone once used the metaphor of falling in love: the easiest time to break up in love is two months later, because these two months are just fresh and in the running-in period. If this running-in period is successfully passed, the probability of two people achieving positive results will be greatly improved.

The employees in the call center are different from those in other industries. They work by telephone and can't see each other's expressions and actions. Work pressure comes not only from customers, but also from quality inspection and self-management. If new employees have someone to help them get through these two months smoothly, help them straighten out their business processes, sort out their answering skills and words, and improve their business knowledge, I believe the turnover rate will be greatly reduced.

When it comes to call center counseling, we have to mention the importance of recording counseling.

Recording tutoring is a very effective way for call centers to improve employee customer satisfaction. Of course, if you don't do it well, you won't see the effect.

Many call centers organize recording counseling, that is, let employees listen to the recording first, and then let everyone talk about what is good and bad about the recording. In fact, the quality of the recording is the same. The good places are: skilled in business, moderate in pronunciation and intonation, and able to put yourself in the customer's shoes; The disadvantage is just the opposite: the business is not skilled, the pronunciation and intonation are too fast or too slow, and asking yourself and answering yourself can't solve the customer's problems. Anyway, according to this answer, there is nothing wrong. All along, so many employees are a little tired of recording tutors.

Then how to do recording tutoring is effective?

Use pause guessing techniques.

If you were faced with this problem or situation, how would you answer the customer's question?

The quality inspector should spend some time analyzing each recording to be tutored before the recording tutorial to see where it can be paused, and let our agent guess:

Customer: What happened to your products? I just bought it back a few days ago and it broke down.

At this point, you can pause the recording. Let's talk about how you will reply to the customer if you answer the phone.

Of course, there are many ways to reduce the wastage rate, such as improving the working environment and raising employees' wages.

In short, we can do what we can. The KPI index of the call center affects the whole body, helping the agents to reduce the difficulties encountered in their work and strive to improve their sense of accomplishment and identity.