{"id":1528,"date":"2015-01-16T09:03:00","date_gmt":"2015-01-16T09:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-01-16T09:03:00","modified_gmt":"2015-01-16T09:03:00","slug":"outsourced-operators-need-to-bring-the-real","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/outsourced-operators-need-to-bring-the-real\/","title":{"rendered":"Outsourced Operators Need to Bring the \u2018Real\u2019"},"content":{"rendered":"
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January 16, 2015<\/p>\n

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<\/p>\n<\/div>\n

For customers, calling most contact centers is seen as something akin to going to the dentist: You really don\u2019t want<\/em> well, but sometimes you just have<\/em> to.<\/p>\n

Surveys show that customers can always tell when the operator is reading from a script, and they are right to resent it. After all, they called for a specific reason and feel that no scripted response can adequately address their concern. They\u2019re not far from being right.<\/p>\n

So it makes sense to give your call center staff the freedom to deviate from the script when necessary, to ensure a positive customer service experience and make the customer feel valued.<\/p>\n

In a recent blog post, Gavin Gustafson, Communications Manager at inContact, addressed this very issue.<\/p>\n

\u201cLet\u2019s face it: When it comes to customer support, no one likes to feel like they\u2019re talking to a robot,\u201d Gustafson noted. \u201cMost often, customers call to resolve issues or concerns that couldn\u2019t be addressed through other channels (such as social media or email), and they want their questions answered immediately.\u201d<\/p>\n

So what should be done? \u201cOne solution is for agents to leave the \u2018robot talk\u2019 at the door and do their best to sound like a real person,\u201d he said. Gustafson then went on to outline some suggestions on how call center agents can better engage customers.<\/p>\n

Customize:<\/strong> Historically, companies have relied on static scripts to resolve customer issues, Gustafson said, citing a Smart Customer Service article on call scripting. \u201cHowever, as indicated in the article, research from shows that the majority (69 percent) of survey respondents say their customer service experience improves dramatically when agents don\u2019t sound like they\u2019re reading from a script,\u201d he said.<\/p>\n

Empathize:<\/strong> \u201cOne of the best ways for agents to build a connection with customers is to show that they truly care about their concerns and are committed to resolving them,\u201d Gustafson said. \u201cAnother way to think about this is for agents to put themselves in their customers\u2019 shoes: What really matters to them? What do they want? What are their pain points, and how can they best be addressed?\u201d<\/p>\n

Be Flexible:<\/strong> Forcing customer service agents to follow the company\u2019s script can prevent them from responding flexibly to individual customer complaints and resolving issues. \u201cIn other words, focusing on the script can hinder the agent\u2019s ability to effectively listen to the customer\u2019s concerns,\u201d Gustafson said.<\/p>\n

In short, while scripting does have a place in the call center environment, industry experts believe that \u201ctaking individual customer needs into account can have a huge impact on the overall customer experience.\u201d And after all, isn\u2019t that what you should be aiming for?<\/p>\n<\/div>\n

<\/p>\n

<\/a><\/a><\/a><\/a><\/div>","protected":false},"excerpt":{"rendered":"

January 16, 2015 For customers, calling into most contact centers is seen as something akin to going to the dentist: You really don’t want to, but sometimes you just have to. Surveys show that customers can always tell when the operator is reading off a script, and they rightfully resent it. After all, they’ve called […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1528","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1528","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/comments?post=1528"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1528\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media?parent=1528"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1528"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1528"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}