F.H. Cann & Associates is one of America’s biggest call center and business process outsourcing firms. Since they entered into the industry, they have been a go-to firm for customer support and consultancy services. F.H. Cann & Associates are reputable not just for quality services but also for their online presence, contributing to knowledge on call center trends and work advice throught their blog at fhcann.wordpress.com.
Call center agents are central to a booming business. The prevalent culture of immediate gratification among customers necessitates efficient customer support services.
That’s why call agents must be equipped with the essential skills to deliver quality services. Whether they work from home or on-site, the resources call center employees need are usually the same.
At F.H. Cann & Associates, it is a culture to train and provide learning opportunities to call center agents for efficient work. In this article, they outline five new tips for remote call center employees.
Flowing from their customer-centred model, these tips will go a long way in helping agents work towards customer satisfaction in their service delivery.
- Adapt to Change
For new entrants into either call center services or remote work, there is a growing need for employees to be flexible. Employees must adapt their services to meet the objectives of their employer.
Also, call center work requires agents to respond to customers with different needs and temperaments. Thus, employees must be able to react correctly to the various queries that customers present.
- Create a Workspace
Efficiency as a remote call center worker is tough duty. But it is not impossible. F.H. Cann & Associates recommends agents to have dedicated workspaces within their homes. This space helps create a similitude of office environment and boosts concentration.
- Draw up a schedule
The distractions of working from home can be overwhelming. However, workers can combat this challenge by drafting schedules. This way, they know what to do and when to do it. A plan also helps in organization and builds confidence for daily tasks.
The most skilled call center agents are those who have a deep understanding of the products and services. Call center agents mainly answer queries and complaints from customers.
So, adequate knowledge of their client’s products comes as an essential requirement of their jobs. Call center agencies should train their employees and keep them abreast of developments in the firm or with clients.
- Ask for Feedback
One of the most instrumental lessons call center agents must learn as remote workers is how to receive feedback. No one starts perfectly. In fact, remote work increases the chances of being clumsy at work.
However, with feedback from customers and colleagues, agents can improve their response efficiency and service quality. Agents can also request feedback on client’s products and services. That way, customers feel a sense of relevance to the products they purchase.
Ultimately, call center agents should be worthy ambassadors of their agency and partner firms wherever they work from. Indeed, these tips will help remote employees perform more efficiently.