To succeed in the age of the customers, call centers need to transform into action centers focused on meeting and exceeding customer expectations.
A Forrester report concluded that just 31% of all organizations really look closely at the quality of the customer service interactions taking place in their call center each day. Furthermore, only about 30% of organizations actually reward employees who consistently deliver quality service and improve the customer service process.
Despite the many facts and figures proving that experience directly correlates with customer retention, loyalty, and increase in sales, many organizations are still struggling to get the executive buy-in to the service process and make customer experience at the heart of their business strategy.
The team at Adecco, recently highlighted the key traits in call center agents from high performance customer service focused organization. The key to success in these call centers wasn’t the amount invested in technology or the complexity of the service process and systems, but the effectiveness of people connecting with customers in a personal and meaningful way.
