Customer service is improving overall, but that doesn’t mean there isn’t room for improvement in your particular company.
In fact, one reason why customer service is thriving is because of the benefits afforded to companies who take advantage of call center software to empower their support agents and engage with their clients in meaningful ways. If you’re interested in implementing cloud-based call center software to improve your customer service, here’s a step-by-step guide to follow.
Evaluate your needs and pick a solution
The first step in setting up a call center for your business is to determine your needs. Talk to your stakeholders about where they see potential for improvement in the field of customer support and service, and begin thinking about how different software solutions can help address those issues.
For example, you might have a large amount of customers who prefer to talk to agents over the phone, while other companies may have more tech-savvy clients who’d rather text or chat online to resolve their issues. Maybe budget is a primary concern for your department, and so you need to know that you’re offered true value by the platform you select. These sorts of factors can play a big role in informing your decision.
Complete the onboarding process
After you’ve demoed a few call center software packages, it’s time to select the platform you plan on using and begin the onboarding process. Through onboarding, you’ll make sure that all necessary steps are taken to properly configure your business and call center software to work together as they’re supposed to.
Thankfully, most call center software developers like Bright Pattern make themselves available to help you with the technical side of onboarding. For example, if you want to implement scripted conversations, are having trouble linking CRM records from one platform to another, or need help setting up data encryption on a user-by-user basis, they can help you troubleshoot and complete these tasks.
By the end of your onboarding process, you’ll have completed a detailed checklist of items to ensure that your software is properly configured to begin fielding support requests from live customers.
Hire your team and train them
Of course, just because your software is ready to go doesn’t mean that your team is. It’s important to get tech-savvy individuals with a true passion for delivering great service when you hire support agents for your business. This is because you need to know that they can learn the platform and still be able to perform their job with a smile.
When interviewing candidates for customer service positions, it’s a great idea to find out what past experience each applicant brings to the job, as well as how they handle tense situations. Remember that especially via web chat or email, some customers may be ruder than they would be over the phone. Knowing that you’ve got the right team goes a long way in setting up a successful cloud call center that will last.
Iterate as needed based on data
Especially as you first begin operations with your call center, it’s crucial that you monitor your support agents’ progress. With the introduction of any new department, there’s bound to be areas for improvement, and if you’re closely tracking performance data, you’ll learn what’s working and what could work better.
Many call center software platforms offer analytics as a part of their interface, so that managers can review and discuss past chats and conversations with agents to address areas for growth. Investing the time to evaluate and iterate new strategies during your support center’s first year of operation is pivotal if you want to build a sustainable customer service culture.
While implementing any new software solution in your business might seem daunting at first, oftentimes the onboarding process is much more simple than it first appears. If you use a third party, you’ll be able to have a team of professionals able to answer your questions every step of the way.
This makes the onboarding process easy and gets your cloud call center solution up and running as quickly as possible, so you can start delivering better service.