Contact center consulting programs allow businesses to improve their customer service skills, enabling them to provide improved support and resolution times, which in turn leads to business growth. Contact center consulting can increase employee productivity, meaning customers get the attention they need faster. Customer service agents with the correct training are less likely to put a customer on hold. This is key to customer retention as most customers say that after two minutes of waiting on the phone, their frustration with the company they are trying to communicate with increases. Improving phone rep productivity allows them to serve their customers better.
Customer satisfaction decreases each time they call a business about the same issue. After training, customer service agents can use their new skills and knowledge to solve customer concerns better. If a customer feels that they can call the customer service rep and get an answer that is knowledgeable and helps resolve their problem, they are likely to stay loyal to the organization they are purchasing from. This means repeat customers that impact the bottom line.
Training has to begin with new agent onboarding. Onboarding provides a solid foundation that helps the agent ramp up quickly. During this phase, agents can complete call center certification modules on company policies and procedures. Within a few weeks, the employee should be able to handle basic aspects of their job independently. Shadowing allows a new agent to be paired with a more experienced agent to better understand how to interact with the customers. This takes the knowledge that the new agent has learned and adds to it soft skills that can help with conflict resolution.
