3 Ways to help CSRs deliver great customer service

The way we do business has changed. There’s been a shift from providing in-person service to a greater reliance on call centres. Customer service representatives (CSRs) are now working in a hybrid capacity, manning phones in the office as well as from home. Transitioning to this new normal has been difficult for many organisations, but there are also opportunities for you to improve your service, strengthen customer relationships, boost your competitive advantage — and provide employees with what they need to excel. 

The demand for call centre services and virtual interactions is at an all-time high. Organisations are relying on customer service representatives (CSRs) at the front lines of customer interactions. That’s why productive call centres and skilled CSRs are critical. So how do you deliver great customer service? The kind that people remember and come back for, again and again, in today’s changing world? We’re here to help.

Provide the right tools

Call centres are swamped. Trying to relieve the capacity strain, they’re pushing more interactions to digital. The problem? Customers aren’t crazy about communicating via social media or email when they’re trying to get their problems solved. A recent survey backs this up: Only 21% of customers rate the digital experience of large multinational organisations as excellent.

If you’re serious about moving demand to digital channels and achieving high levels of customer service, there is something you can do. You can proactively reach out to your customers. Guide them through the process of digital communication. Help them feel comfortable with using new ways of resolving their issues. 

What’s the best channel to boost customer satisfaction for complex interactions? Voice.

Customers want a real, live human at the other end of the line. And every payday, loan payment day, bill day, and car-lease day can drive additional demand into your call centre. With an increase in calls, it’s more important than ever that CSRs be heard clearly—no matter where they’re working. Hard-to-hear calls can cause mistakes, misunderstandings, and extended conversations. Audio problems and background noise can lead to customer dissatisfaction—and they’re not uncommon when rogue or unapproved audio devices are worn.

Customers need to feel trust in an organisation and in the customer service representative, they’re talking to. Clear audio enables that bond and it gives your CSRs the best chance of making a real connection with your customers. Getting the audio right and setting up clear calls will generate more efficient interactions, with fewer mistakes, and better overall customer satisfaction.

Maximise your move to the cloud

It all happened so fast. CSRs started working from home. You probably moved your call centre’s interactions to the cloud—so your teams can work remotely. With nothing but a computer, a professional headset, and Wi-Fi, remote workers are getting the job done as if they’re in the office.

How do you know which headsets to choose? They must work seamlessly with the cloud. Most headsets sold today connect through USB ports and are visible to cloud management systems—so you can audit them. Make sure the ones you choose can be updated remotely, to keep pace with frequent cloud-platform updates.

You’ll also want headsets that work seamlessly across multiple call-centre platforms. Since your CSRs are likely hybrid workers, you’ll want to ensure the headsets they’re using are compatible with their favourite platforms – including the ones they use at home.

Of course, your headsets should also allow remote troubleshooting to support a hybrid workforce. While most headset brands are reliable, some do develop faults. Keep your staff up and running with fully functioning equipment by making sure replacement phones (if needed) can be delivered directly and quickly to a home address. 

Finally, don’t forget about choosing a headset maintenance partner. You may need one in a pinch. And, when you do, their services will be invaluable. Extended warranty, cleaning services, and replacement parts are examples of what they can do to help lower your total cost of ownership.

Empower your CSRs to do their best work

We’ve just undergone the world’s largest experiment in working from home, and to everyone’s surprise, WFH works. Unfortunately, there’s also a potential downside. Now that most employers are open to it, what’s preventing employees from taking jobs beyond their commute range?

If you aren’t looking after your CSRs or creating a rewarding environment for them, they may be more likely to leave for jobs elsewhere. Employees in call centres are generally younger and more sociable. If they don’t feel a sense of belonging and team camaraderie, you could lose them.

You may also want to provide a way for teams to work together, to find resolutions quickly and efficiently. Customer interactions are increasingly complex – knowledge-sharing is critical to retaining valuable CSRs and onboarding new team members.

What’s an easy way to boost retention among remote workers? Video.

Personal USB cameras add a video component to team meetings, and they help CSRs maintain a social connection at a physical distance. Instant messaging or chat solutions like Microsoft Teams or Zoom can also help teams stay connected and share knowledge.

Another potential morale booster? WFH. You trust your employees to work from home during the pandemic, so why not continue to trust them if they want to continue working remotely? Make sure your WFH and hybrid work policies are aligned with your business objectives and employee preferences rather than used as a reward.

For employees who remain at home, identify those who need technical assistance, and make sure it’s available by proactively engaging with them.

Customers may be emotional when they call in, venting their frustration or raising their voices. You don’t need a doctor to tell you this can take a toll on your employees’ health. Protect your CSRs by providing headsets with advanced acoustic shock protection to minimise heightened sound levels. For employees who’ve spent their careers using corded headsets, sending them a wireless headset can make a big difference to their morale and engagement.

Customers remember great customer service, and Marlin Communications & Poly can help you provide it. 

Make simple changes to your call centre to accommodate remote and hybrid work:

• Deliver better service to customers and gain greater loyalty.
• Build real connections with your customers and replace what would have been face-to-face interactions with high-quality voice and video calls.
• Make the most of your move to the cloud to deliver better, more responsive service.
• Empower your employees to make them feel trusted and taken care of.

We’re here to support you.

Our best-of-breed partners like Microsoft Teams, Zoom, GoTo, Poly and many more provide award-winning headsets and video solutions that are purpose-built for human connections, so you can power exceptional service, no matter where your employees are working.

If you’d like to find out how Marlin Communications can improve your contact centre solution and customer service, contact us for a free 15-minute consultation and find out how we can support your business with hardware, platforms, integrations and streamlining suppliers. Call us on 0800 032 8274 or book a discovery call here.