What you’ve done so far won’t get you to the next level. In order to reach new heights, you’re going to need to do something new. The same old, same old is going to get you the same old results. And, let’s be blunt here: hope is not a strategy when it comes to effective call centers.
So, as a leader in a call center service team, you are going to need to shake things up a bit. Here are a few tips:
Think Proactively. So many leaders wait until there are failing metrics. They wait until they can “see” how it’s going. The problem is that by this point, you’re already in the thick of it. Once January 1 hits, your teams are literally slammed and the focus is on survival and staying the course. The time to think strategically, and proactively, MUST happen now when you have a few months to implement any new tactics.
Empower Your Team. You have some smart people on your team, so don’t forget to leverage their expertise. Regular input from your team will allow you to come up with ideas and suggestions that you have never even considered. Keep in mind that everyone thinks differently too, so the way those on your team approach a situation is going to be entirely different than how you approach a situation and you can use these differences to your advantage.
Look Backward. After a crazy Q1, many teams are simply relieved that they can breathe for a second. However, your best intel on improving your customer service center is going to be looking at your metrics from the previous year. See what worked and what didn’t so that you know how to improve this year.
Look at the data. Some people love the metrics and some people hate them, but no matter where you stand, the reality is that the data gives you valuable insights. Yes, your gut knowledge on an experience or problem has merit, but data gives you an unbiased approach to making decisions and knowing where to focus attention.
Leverage Tech. Let tech be your friend and leverage tools like ServiceSense by Sensentia. We love this tool because it allows service teams to get accurate answers to members’ questions quickly and efficiently with the help of AI and other advanced linguistic programming resources. ServiceSense makes your team measurably faster at their calls and with a fraction of the training time. This not only makes your current workforce better at their job, but it makes scaling up more attainable.
If you’re looking for a way to make the upcoming year’s Q1 influx of service calls a success, you simply can’t afford to sleep on the job right now. Q3 and Q4 are incredibly important times to be building up your plan to succeed. We know how important a proactive approach can be, but we’ve also seen it with the carriers we work with.
Interested in seeing what all the hype around ServiceSense is? Book a no-obligation demo to see it in action!
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