Leadership in any role is tough. In fact, 77% of organizations struggle to find effective leaders. But providing excellent leadership in a service center can be especially challenging for many reasons. Customers depend on and expect a great experience, and this only happens when leadership is on point. This isn’t an easy task.
Service center leadership goes beyond simple day-to-day management. It depends on the ability to create a great work environment and empower agents to be the best they can be. But what makes a great service center leader? How can leaders create customer-centric company cultures? We answer these questions and more in our latest blog post.
The key elements of great service center team leaders are the same as those in any industry. These leaders need to be excellent communicators and empathetic towards their agents and customers alike. Other notable traits of team leaders include:
Embracing a culture of excellent customer service has several benefits, including a 22% increase in staff productivity, a 17% improvement in customer engagement, and a 48% increase in profits.
But beyond profitability, customers expect a great experience every time they get in touch with a company. Quality customer service boils down to how service is instilled and embraced in company culture. Here are some of the ways to focus on getting that culture right:
One of the major obligations of a service center team leader is dealing with conflict. To do so, you must become well-versed in understanding and resolving issues within your call center. This can be done by understanding the most common customer and agent frustrations.
In most situations, customers only call a call service center for one reason: they are having an issue. Stress levels are already high. And the call hasn’t even begun. Customers can get angry and frustrated for several reasons, including:
Customers are not the only ones who get frustrated. If agents are not properly trained in dealing with customer conflict, they feel unprepared to resolve issues. This lowers morale and raises the risk of losing the customer for good. Other examples of the biggest agent frustrations include:
Working in customer service can be stressful for everyone. But a problem-solving approach will help service center leaders get the results they want. One way to do this is by utilizing a quality assurance (QA) program. The tools in a QA program help service center leaders bolster both service and employee morale quickly and effectively.
Good call center leadership is easier with the right tools. Scorebuddy helps leaders to replace spreadsheets and offers flexible scorecards that adapt to your business needs. Other tools, like learning management systems, automated workflows, and automated evaluations are key to helping service center leaders go above and beyond in their roles.
Fostering a company culture focused on excellent service starts with the right technology. When combined with top-notch training and an engaged service center leadership team, a quality assurance software platform can position your center for success. Request a free trial of Scorebuddy’s QA software today!