Tips to Empower your Customer Support Team

1. TIPS TO EMPOWER YOUR CUSTOMER SUPPORT TEAM Hiring good agents is not enough you need to empower them. If a customer is at the heart of sales then customer support is the front line. Your agents interact with customers and by far the most important factor in delivering your services efficiently. Empowerment of agents is the key to great customer experiences. If you are in call center outsourcing business, you well aware of the thing that customer engagement is more effective when it is conducted in a friendly manner. It is possible if your contact agent is calm and more confident. Here are the tips to empower your customer support team:- PROVIDE TRAINING TO YOUR AGENTS Knowledge is power and a key ingredient in any customer support business. Train your agents in using call center technologies i.e. CRM software so that they properly address customer inquiries. On the other hand, keep your agents updated with the brand development and latest in-trend tools ensuring that they can provide the best service with confidence. ESTABLISH BEST PRACTICES

2. Try to establish some best practices to ensure consistency of service. Do not just instruct your agents to not to do wrong things. Show and let them listen to the old recordings of your top agents how they successfully dealing with the difficult situations. Managers and agents may work together to find the best strategies by revising call scripts. CREATE AN EMPOWERED ENVIRONMENT Respecting your agents is essential. Make sure that they have the support of all departments for assistance. Great services start with healthy cultures. Give your agents assistance on how to properly respond to customer issues without reading off a script. Encourage them to think and go beyond, and support them along the way. GIVE AGENTS SOME FLEXIBILITY The productivity of your agents just may depend on the time they work. So, when you allow them to work on their preferred shift not only empower them but also enables them to decide when they are more productive. Flexibility, therefore, considered to get more accurate results and confident feedbacks. DO NOT PUNISH ON SILLY MISTAKES Allowing your customer support agents to make decisions with consequences is empowering them in the real sense. If you punish your team on silly mistakes or trying to implement your initiatives without their priorities, there is a chance to lose faith in the entire team. So, try to provide your team with a healthy and comfort zone. GIVE REWARDS TO RIGHT STUFF It is good to set metrics to measure the excellence of your customer support agent. Go an extra mile to reward your team based on how fast they get customers and efficiently deal them. It can be a certificate of performance or something else that encourage your agents to work hard to win. LISTEN TO YOUR AGENTS CAREFULLY Do not neglect your agents’ problems as this will lose trust and a chance they will not deliver your desired results. Set up focus groups where they can discuss their ideas as well as frustrations. This will give transparency and opportunity to storm out something innovative out of your team. INVOLVE YOUR TEAM IN IMPORTANT DECISIONS

3. Allow your agents to let know the reasons behind management decisions. Get their suggestions or feedbacks. Though it is not compulsory to follow every suggestion it makes feel them that you value your employees’ opinions. They will be more engaged and empowered and help to achieve goals more effectively. TRACK THROUGH RIGHT METRICS Sometimes it might take a long time to handle your customer. So, average handle time might not tell you about the capability of your agent and affect the customer experience. If the problem wasn’t solved on time, the customer experience might be terrible. Try to track the right metrics based on customer loyalty. CONCLUSION The empowered environment is a need to way a customer service agent access all the knowledge and experience. In the same manner, a company will grow rapidly if its employees’ are happy and satisfied. It also gives your organization flexibility to create the best possible customer service. The most important thing if your agents feel empowered and you don’t tie their hands with some sticky rules, they will operate more confidently. If you really want to delight your customers well, empowering your team is the best idea. So, don’t be sticky and provide best to your call center workers.