Test your Call Center to ensure that your Customer Service Representing your brand meet your standards. According to a Forbes Article, the top 5 companies that has the Best Customer Service is Walmart, UPS, Amazon, Apple and Chick-fil-A. These companies were 5 out of the top 10 companies with the best rating.
Products and services get obsolete and sales are low for those obsolete products. It’s not like a customer isn’t inquiring about these products, or services, to why sales are so low. It’s because it is a lack in understanding and knowledge why sales are so low. And the products are still there. The Call Center Evaluator monitor your calls and what your Agents are doing to ensure that they are meeting policies and procedures. When you Download a Call Center Evaluator, which is the software pre-packaged in the services. You get the people on your Customer Service team who has been trained and is aware of all your products and services. Nag Genie help set the standard for agents’ knowledge with these tools.
The reason why products and services are overlooked. Is that your staff does not have a clue of some of the services your company offers. Although, you may have them listed as active products on your website. Customers are inquiring about these products and services, and they are getting pushbacks from the Customer Service representatives as if these products or services does not exist.
It’s an honest mistake, to be quite frank. The reason why this happens is: if the representatives are in a different department, and the representative simply has done the training to abreast them about new product release. And when customers call in to inquiry about these products or services, the customer service representative are not aware of the new products and services release. Therefore, missing an opportunity to acquire the sale. That’s why it’s so important that when knowledge is acquired, services are available to help to find the appropriate team, to support the customer’s inquiries.
Speaking from experience, the way to address this problem is to have a check and balance of the knowledge your staff have. And most times people are hands-on, therefore to remember the training, they just have to go through the process. Even though some people really miss the mark by not taking the training at all, they miss the opportunity to learn something new. Then when a sales call or a technical call arrives they don’t know how to support the product which makes them miss out on the sales.
Hire a team of people who can put the hands-on experience right in front of your staff to check what they know and don’t know. At this point, you have an opportunity to coach your people. It’s an opportunity to change the outcome for the better. To give the company a chance to make their people aware of the new products or service release and to increase sales.
The purpose of all this is to build credibility with customers. Lack of knowledge takes away from the credibility of the product or service, even when the product is a Good Product or Service. It’s ideal to build this credibility, starting with working from the inside out. Meaning, that you build the credibility with your staff.
The first thing you will do is to purchase our services. There is no contractual agreement. The services come in bundles, separate or paid hourly. Our intention for the services is to validate your products and then move forward with creating a check and balance to match them with your staff.
