Support center evaluations are great ways created to understand how well the processes and technologies are working together to run operations smoothly - but establishing the right criteria to stay on a continuous path to improving can be a daunting task.
Recently, Calix’s own Broadband Customer Service Specialist, Bob Carrick, observed and analyzed different types and sizes of broadband service providers to identify opportunities to optimize their call center processes. To hear directly from Bob, join the live webinar:
If you strive to make broadband customer service effortless, maybe you need to look under the hood -- what are some of the key elements that need to be truly infused into your support operations?
Being successfully customer centric. Support centers by design are meant to revolve around meeting customer needs. But when keeping up with ever changing customer expectations starts becoming a challenge, understanding their complete experience is critical. Which means you need deeper visibility into how your customers are experiencing the network, and more importantly how to address any issues proactively.
Empowering your service reps. While it is easier to track and measure KPIs like Call Handling time to evaluate efficiency, measuring the impact of how additional investments in tool and training are boosting your agents’ productivity is critical. This also tackles one of the top concerns that keeps call center managers up at night—turnover and employee motivation.
According to research, call center employee turnover is between 30 to 45 percent, compared to the U.S. average of 15.1 percent. Giving agents tools designed to help them succeed can make a huge difference. For example, see my recent blog about how having the right information at the right time has completely changed how Heidi Tietz at Mosaic Telecom approaches customer support.
Collaborating with other departments. “Knowledge is power” resonates resoundingly well here, and finding ways to partner teams within the organization focusing on a common goal can be a win-win for customers, agents and the business as a whole. See how service providers like Nemont Telephone are proactively improving subscriber experience, while generating revenue with internal collaboration.
Obviously, the trick to successful support center operations is striking a balance between efficiency and effectiveness. And to pick up some practical tips on keeping your support center on track for delivering best possible subscriber experience in 2018, be sure to register for the live webinar: Top 5 Support Center Best Practices: Delivering best Subscriber Experience, while Reducing OPEX and Increasing Revenue.