Keep The Leadership Framework Simple

The concept of what constitutes as “high performance” isn’t new to customer care experts, unfortunately implementation methods are in need of tweaking.

Depending on the objectives set by the higher echelon of managers and the frame of reference used , the definition of high performance can vary and will have many different iterations and interpretations. Most of the time however, high performance correlates with staff engagement levels and returns on shareholder’s investments – contentment and satisfaction.

Leadership framework

We should ask ourselves if we are focusing our efforts on the tasks which provide maximum return value.

Simple and clear expectations

Make the team aware of what is expected – this is your number one priority as a leader. You don’t want your employees guessing what their goals are (and that’s the best case scenario).

Those expectations should be: clear, simple and actionable, but at the same time refined to fit each team or project separately.

Everyone needs to know exactly how they can help. Positive reinforcement is also a great morale booster – everyone’s contribution to the project is valued.

Leave no room for interpretation, this will remove confusion and will lead to greater understanding of the expectation – it will unify the team on a personal level. Working for the common goal.

Provide support

Our role isn’t complete after setting transparent expectations, we need to provide support for our staff; guide and help them gain the needed knowledge in order to complete the desired goal.

We can support our employees in multiple ways: feedback collection, coaching, training and development through courses. We need to equip our agents and managers with the best tools of the trade, to not only meet the required expectations, but to excel.

Relevant feedback provides great insight on performance, and coaching will reinforce positive behaviour.

Reinforce consequences

Positive reinforcement plays a key role in proper employee management. It might sound trivial, but it’s up you to determine what behaviour as well as corresponding consequences will be accepted or reprimanded – either directly or indirectly. If you want certain patterns replicated, you need to reward employees and the actions that led to them. At the same time manage those falling short of mark appropriately.

…and more

The points mentioned above are just a simple framework that can be used by leaders, supervisors and managers to define boundaries within which they operate.

Contact and call centres are a highly measurable environment, thanks to the metrics used to evaluate all aspects of its functions. High performance should be achievable if you: set expectations, provide support and utilise consequences to reinforce desired behaviour.

Your main role as a leader is to make the message clear.

Achieve Excellence Through Active Listening

Turn your representatives into virtual guides for your customers; provide tips and insights and capitalise on delivering customer experience excellence.

Often times we focus too much on the task, while completely ignoring the human aspect of it, and thus fail to actively listen to the customer.

Unfortunately, this is a surefire way to ruin customer experience as the act of not listening or even worse, not comprehending is perceived a cardinal sin in customer centric landscape the contact centre industry has become.

Become customer-centric

Contact centre managers and agents need to understand that in order to provide excellent customer service your business needs to become customer-centric. Giving customers your undivided attention is the first step in achieving this goal.

Customer service training should include visualisation methods which enforce eye contact and role play – as if customers were sitting just across from your staff. This will encourage them to actively listen to what is being said and agents will pay more attention to fine details such as: tone, vocabulary and voice volume.

Pinpoint key information

When it comes to delivering great customer care the ability to identify key information quickly is essential and active listening techniques are what your agents need to easily pinpoint customer needs, desires and problems, thus reducing the AHT (Average Handle Time) and bumping customer satisfaction up a notch.

The ability to pinpoint problems faster will lead to an increase in first-contact resolution as well as enable your agents to handle more customer queries per day.

Show empathy

Paying attention to customer feelings provides valuable information on how to handle each query, which leads to successful problem resolution and happy customers.

A customer who’s obviously in a hurry? Provide him with an approximate time to complete the task or order.

Another common example: if the customer is clearly upset, show empathy and use it as an edge during the communication process.

Personalised customer service is a small, but often well appreciated touch.

Paraphrase to clarify

The final step of successful active listening is clarification of understanding. In order pinpoint customer needs or to be able to diagnose what problems he experiences we need to reassure him by paraphrasing his own explanation back to him and ask for confirmation. This method will reassure the customer that they have been heard and their query will be taken care of.

Active listening teaches your representatives to focus on the customer by showing empathy, while simultaneously filtering and paraphrasing key information conveyed during the conversation in order to clarify their understanding of the topic, therefore reassuring them that everything is going to be alright.

Delivering customer care excellence has never been easier, and it’s all thanks to active listening.