Written by Beth Hildreth on August 1, 2013
Categories: Industry Articles

When you take a look at some of the things that could be detrimental to the success of your virtual call center, one of the items that should be considered is the quality of your customer service. When customers call your team, it’s usually because they can’t figure out how a product works, the product isn’t working correctly or they have a grievance about something. These customers are likely not in the best of mood, so it’s very important that your employees offer stellar customer service and make the experience as positive as possible.

Here are some ways you can improve your customer service to ensure that positive experience:

Provide thorough training: Make sure that the agents at your virtual call center are thoroughly trained and can appropriately handle any situation that may arise.

Supply the tools: It’s important that you provide your agents with the best tools available so that they’ll be able to assist customers as best they can. For example, unified communications tools allow agents to stay in contact with experts who can provide advice in real time via instant messages which can then be relayed to the customer.

Reduce wait times: Make sure you have enough employees to ensure that customers don’t have to wait forever to get on the line with an agent. Recent reports say the average person spends 43 days on hold during a lifetime. Try not to contribute to that number.

Review calls: Periodically review phone calls to make sure your employees are delivering the service you expect.

Use social media: With 1.15 billion people on Facebook, 200 million active users on Twitter and 70 million people on Pinterest, there’s no denying the importance of social media. Take advantage of this and create an online presence. Social media allows you to interact with your customers, saving time for all parties involved.