8 Key Customer Service Skills All Call Centers Need to Succeed


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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.

Customer Service Call Center Infographic

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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