BLOG-SIKORSKI’S THINK ABOUTS: INTERIOR DESIGN OF YOUR CALL CENTER # 4

Here is #4 of my Call Center Design series . . .

Layout – Common Issues to Avoid

• Insufficient training space, lounge space and conference rooms
• No
  • Reference library
  • Counseling/Project/Quiet rooms
  • Interaction status monitors/reader boards
• Uncoordinated color schemes
• Wrong traffic patterns
  • Lounge
  • Bathrooms
  • Time Clocks
  • Storage Area
  • HR Area
  • Training Area

Layout – Helpful Hints

• 30->45 square feet per agent
• Functions of the agent workflow is the core of the design
• Interview your staff

Acoustics – Common Issues To Avoid

• No panels or they are too high/too low
• Painted walls
• Solid plastic lens covers
• Painted ceiling tiles
• No trees or plants
• Pictures with glass

Acoustics – Helpful Hints

• Install white/pink noise
• Ceiling tile Noise Reduction Coefficient
  • .9 Open Space
  • .5 Closed Office
• Ceiling Height minimum 9’

Next blog will be about Climate, Lighting and Furniture.

This week’s discussion with your employees –What do you like best/least about our office design?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THINK ABOUTS – TELEPHONE DO’S and DON’TS

Suggest discussing these at your next staff meetings . . .

• DON’T make a business call unless there is a good reason for it
• If you dial a wrong number, DO make a sincere apology instead of just hanging up
• DO think about your diction and the quality of your voice when you begin to speak over the telephone
• DO get to the point on a business call and be brief – most of us do not have the time to chit-chat
• DON’T remain totally silent when the other person continues to speak.  Make some type of conversational response, even if it is “yes” or “I agree”
• DON’T eat, drink or chew gum while on the telephone – sounds are magnified and it may subliminally tell the caller you are not paying attention
• When you are talking on the telephone, DO give the caller your full attention
• DON’T make side remarks to a co-worker when you are on the telephone with a customer
• When you have a visitor in your cube or office, DON’T take any calls unless they are genuinely urgent
• When you have a visitor in your cube or office, DON’T continue to look at your monitor for emails or your cell for emails or texts
• If you are visiting someone in their cube or office and an urgent call interrupts them, DO offer to leave
• DON’T cough or clear your throat on the telephone
• DO end your conversations on a pleasant note
• When transferring calls, DO give the caller an explanation as to why and the name of the person and extension you are transferring to

This week’s question for your employees – What should we add to this list?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: TELEPHONE CALL HANDLING – BACK TO TELEPHONE BASICS #9 – DEALING WITH ANGRY/IRATE CUSTOMERS

Here is the 9th of my series on “Back to Telephone Basics” to share with your staff.

First, be sure your Supervisors “floor walk” as much as possible to really get a sense of what is happening in your center.

Yes, sometimes your customers get angry and perhaps use foul language; however, management must research WHY and correct the process or issue(s) as soon as possible.

Tips for Your Staff

• ŸListen and do not jump to conclusions
• ŸBe encouraging
• ŸShow the caller you are paying attention
• ŸPay attention to everything that is said NOT just the information you are looking for
• ŸNotice what is not said
• ŸFocus on what the caller is saying NOT on what you are going to say next
• ŸTake notes on key words
• ŸLet the caller talk

Steps to Prevent Customer Dissatisfaction

• Anticipate their needs
• Take the initiative to solve problems
• Do your job carefully the first time
• Keep your promises

This week’s question for your employees – What made our customers angry this week and what can we do to fix it?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: TELEPHONE CALL HANDLING – BACK TO TELEPHONE BASICS #8 = CUSTOMER SERVICE

Here is the 8th of my series on “Back to Telephone Basics” to share with your staff.

Why do customers leave:

• 1%      Die (Sadly)
• 3%      Move Away
• 14%    Competition
• 14%    Product Dissatisfaction
•  68%   Indifferent Attitude

It is important to know that “Complaints Can Be Profitable” and you hope that your customers will complain and not be indifferent.  95% will not complain and the remainder get MAD or get EVEN.

Customers that get MAD

• ŸAre 2 times as likely to buy again if they speak up
• ŸAre 6 times as likely to buy again if their problems are solved
• ŸAre 9 times as likely to buy again if their problems are solved quickly and professionally

Customers that get EVEN

• ŸAre UNHAPPY and will tell 10 to 12 others about it

Today if your customers use Social Media to complain they can reach over 150,000 with a few clicks!

Customer Service (CS) is what you do for your customers at a specific time to help with an issue

• ŸPoor CS almost guarantees that the next time your customer has a need, they’ll look elsewhere

Customer Experience (CX) is how your customers feel (the warm and fuzzy) about your Services and Products

• ŸReally helping customers and delivering a positive experience will create customer loyalty
• ŸIt costs 7 times more to attract a new customer than to retain an existing customer

This week’s question for your employees – Did our customers complain this week and if so, about what?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: TELEPHONE CALL HANDLING – BACK TO TELEPHONE BASICS #7

Here is the 7th of my series on “Back to Telephone Basics” to share with your staff.

The manner in which a call is answered projects strong signals to the caller about you and your company.

However, the caller has responsibilities too!

• If they are calling with a complaint, they should remember they are talking to another human being
• No mater how justifiably angry they may be, the call will be effective only if the caller makes themselves clear and keeps their composure

If you must put the caller on hold

(caller’s name), I need to put you on hold for a moment while I obtain that information

While checking, service the call every 30 seconds

(caller’s name) I am still checking on that information, please continue to hold

Wait for the caller’s acknowledgement, then say

Thank You

If you must still keep the caller on hold

(caller’s name) I am so sorry to keep you on hold for so long, thank you for your patience

When you finally obtain the information

Thank you for waiting, (caller’s name)

The most important words you can use when dealing with your customers

Please and Thank You

This week’s question for your employees – Have we experienced any new issues from our customer this week?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

Blog Sikorski’s Think Abouts – Voice Channel: Phrases for your staff to “Control The Call” Back to Telephone Basics #5

Here is the 5th of my series on “Back to Telephone Basics” to share with your staff.

We all need to choose our words carefully when speaking especially to our customers.  Some words can turn them off instantly.

Don’t say – “You have to…”  A customer’s natural response could  be “I am the customer, I don’t have to…”

Instead say – “(customer’s name) would you please”

Don’t say – “I’ll try…”  This approach is non-committal and makes customers think you are giving them the brush off

Instead say – “I will have to find out and call you back (customer’s name)…”

Don’t say – “But…”  This often negates everything that you said before using this word

Instead say – “However,…” This word offers a smoother transition to new alternatives and options

Don’t say – “It is against our policy…” Customers just may reach the boiling point and start yelling when you retreat to this phrase

Instead say – “It is our procedure not to…”

This week’s question for your employees – What do you wish you could do to help our customers?

Thank you reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

www.laurasikorski.com

Lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS 11/30/14 – VOICE CHANNEL: HOW TO BE A SMART COMMUNICATOR

What should your staff do to be “smart communicators?”

Create a rapport

• Use the caller’s name
• Ask questions
• Let the caller know they want to solve their problem
• Empathize and apologize when necessary
• Indicate that they have taken notes and want to review the problem so they can help with the best solution

Create the solution

• The call is their partner, so they should ask them for help
• Ask what he or she would like them to do
• Explore all options

Your staff must remember that it is the long-term relationship that counts.  They should be prepared to invest time with your customers as your ultimate goal is customer satisfaction.

Thank you for reading and sharing.

Warmest regards,

Laura Sikorski

lsikorski@laurasikorski,com

BLOG SIKORSKI’S THINK ABOUTS 11/23/14 – THE HEART OF CX ON YOUR VOICE CHANNEL

In my opinion, “The Heart of CX” is making sure your customers receive consistent and exceptional customer service regardless of the channel they choose.

How can you accomplish this . . .

• Employee engagement
• Strong brand strategy
• Programs that develop leaders
• Focusing on the customers journey throughout your organization
• Personalization
• Reaching out before the customer knows a problem exists

If customers use your voice channel, here are some staff training program tips for diffusing difficult customers:

• Use the customer’s name
• Let them talk
• Interrupt only with
  • “I understand”
  • “I see”
• Put the caller on hold, count to 10, then say
  • “I am sorry to keep you waiting Mrs. Taylor, please let me recap what you are saying”
  • “I am sorry to keep you waiting Mrs. Taylor, please continue

It is not easy to display good telephone manners if the caller is out of control; however, it is your staff’s responsibility to listen and act on what the caller requests.

Keep in mind, the “act” just might be to turn the call over to a Supervisor.

Thank you for reading and sharing my blog . . .

Laura Sikorski

lsikorski@laurasikorski.com

BLOG . . . SIKORSKI’S THINK ABOUTS 11/15/14 – CX and OMNI-CHANNEL

    

Omni-Channel is when your company, via appropriate technology, provides the same experience for your customers on the channel/method of their choice.

More simply put, the same brand information, policies and procedures are followed by your staff or displayed on your website, FAQs or mobile app.

View “omni-channel” through the eyes of your customer and “think like a customer” when you are developing your channels:

• Orchestrate the process so that it is seamless, consistent and integrated with your front/back office systems
• Realize and anticipate that customers may start off in one channel and move to another during resolution
• Be sure any hand-off/transfer is easy and without the need for a customer to repeat why they contacted you

What is a great “omni” experience:

• Knowing who your customers are
  • Interaction and channel type history
  • Products/services they purchase
  • Problems/Issues they have had in the past
• Showing your customers they are valued by
  • Personalized offers
  • Rewards
  • Treatment
  • Pro-active contact BEFORE they know there is an issue

My advice, be sure you have a customer journey map for every customer interaction in every channel.

Thank you for reading and sharing,

Laura

SIKORSKI’S THINK ABOUTS BLOG 11/9/14 – CX and Key Technology Drivers

In my opinion, key drivers for providing a great customer experience are “The Cloud” and “Front/Back Office integration.”

What should you be doing about The Cloud?  IF you are planning to upgrade your technology, my advice seriously investigate this option.

The result . . .

• Operating vs.Capital expense
• —You can focus on your business
• —Improved reliability
• —Increased flexibility
• —Improved CX
  • —Outdated systems
  • —Incremental upgrades
  • —Vendors better at multi-channel
  • —Greater adoption of self-service applications

Why should you consider Front/Back Office integration?

• —Common customer identifier
• —Key operational databases must flag and communicate process failures
• —Website must be reoriented to balance education and support with traditional marketing and sales archives
• —Proactive communication is vital
• —Setting the proper CX will enhance long-term loyalty

The result . . .

Technology working with service can get support from finance, marketing and quality departments to invest in proactive CX initiatives

• —Prevents customer problems which will increase loyalty
• —Marketing will be able to use integrated CRM, surveys and operational data to manage word of mouth and web
• —CRM technology tied to operational databases will allow you to anticipate customers’ problems
• —Marketing and sales will be able to set proper customer expectations

Thank you for reading and sharing . . .

Laura