June 24, 2024

Call Center Attedance: Know how to improve Customers Assistance and how to metrify actions

If you work directly with the public, you know that call center answering is a crucial area of customer satisfaction, and for the efficiency of your operations. After all, in a competitive and dynamic market, the way a company communicates with its customers can be the differential between success and failure.

This happens because quality attendance not only makes loyal customers but also improves the image of the company, contributing to an increase in sales.

Exceptional attendance goes beyond following scripts. It is essential to implement strategies and have tools to measure the efficiency of these actions.

Therefore, in this article, we will tackle practical and efficient hints to improve attendance in your call center. We will show you how to metrify actions to obtain invaluable insights, and how technology, especially telemarketing software, and professional headsets can be your great allies in this process.

And thus, shall we go together?

How to improve attendance in the call center

As previously said, an efficient and quality attendance is a competitive differential that is crucial for any company that depends on a call center.

However, reaching this excellence requires more than just good will.

Investing in continuous team training, to implement advanced technologies and adopt best practices of humanized attendance.

In continuation, we will give you some examples of how this can be achieved:

Continuous Training

When we speak of telephone service in a call center, keeping the attendance team constantly trained is essential to offer high quality service.

This includes, among other things:

• Frequent qualifications on new products and services;
• Trainings to expand soft skills in communication and empathy;
• Hands-on workshops to simulate real situations.

Utilization of software for call center:

The use of efficient call-center software can transform the way you manage, receive, and respond to your customers. The benefits of this practice include:

• Automation of routine tasks;
• More time for complex attendances;
• CRM Integration providing a complete profile of the customer;
• Real-time monitoring allows fast and precise adjustments.

Besides that, when investing in a call center software, your company can improve attendance efficiency and quality presenting a superior experience.

FLT Lab, for example, offers innovative solutions for call centers, focused in Artificial Intelligence and Business Intelligence, guaranteeing an effective quality attendance.

Its main benefits are:

• Greater productivity;
• More security;
• Maintenance Control;
• Better attendance control.

And, since we are speaking of tools for the operation, remember that the Call Center Headset is another essential tool for quality attendance providing comfort, practicality, and operator ergonomics

Synonymous of excellence, our headsets incorporate top of the line technologies and innovative design, guaranteeing greater durability and user comfort.

Attendance Humanization

The importance of humanized attendance in the call center becomes even more evident in a market where personalization is increasingly valued. And to implement this approach, it suffices following some simple steps::

• Know your customer and use this data to customize attendance,
• Train your team to hear and understand customer needs,
• Respond quickly and solve problems effectively,
• Chose the ideal Headset for Call Center.

How to metrify the actions of your operation?

To metrify the actions of your call center attendance, it is vital to identify points of improvement and closely accompany team performance.

Here are some important metrics:

Mean Answering Time (MAT)

MAT measures the average time spent by operator solving a solicitation.

This serves among other thing to metrify the performance of your team.

Resolution Rate in the first Contact (FCR)

FCR indicates the percentage of problems solved in the first customer contact. A high FCR, for example, suggests an effective and well trained attendance team.

Customer Level of Satisfaction (CSAT)

CSAT is obtained through the investigation of post-attendance satisfaction. It directly reflects perceived quality and should be constantly monitored.

Have you seen it all?

Improving call center attendance and metrify the actions of your team are essential steps to increase customer satisfaction operational efficiency.

Whereas using the FLT Lab technologies and Headsets by Felitron, this task will be much easier for your company will be equipped to offer high quality attendance and superior results.

To know more on FLT Lab solutions and Headsets by Felitron, visit our website and discover how we can help transform attendance in your company.