Category: Outsourced Call Center

What Benefits Motivate Call Center Agents the Most?

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November 29th, 2022

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There is often a great divide between what call center managers believe motivates their employees and what the employees actually want. As a result, many incentives fall flat because managers don’t know the benefits that appeal the most to their employees. To illustrate this point, researchers asked call center managers and employees to rank benefits and incentives. Managers rated the following as their top motivational techniques:

  1. Rewards and recognition from supervisors or company leadership
  2. Gift cards, bonuses, extra days off, and other similar incentives
  3. Team social events and activities
  4. Remote work options

Employees had an almost exact reverse, listing the following as the greatest motivators:

  1. Remote work options
  2. Gift cards, bonuses, extra days off, and other similar incentives
  3. Rewards and recognition from supervisors or company leadership

Team social events and activities dropped to the sixth slot for call center agents, signaling a disconnect between call center managers and employees. Remote work remains a hugely popular benefit, and more than half of call center agents are extremely likely to look for new employment if they don’t have flexible work options.

Understanding what motivates call center employees is critical to providing superior customer service. However, aligning benefits with employees’ preferences is only part of cultivating a high-quality customer experience. Employees need to be able to empathize with customers’ problems, which requires cultural familiarity and language mastery. Contact Actec to learn more about the benefits of a nearshore call center.

4 Insights to Optimize Call Center Employee Onboarding

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September 13th, 2022

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Outsource FNOLCall centers often experience high employee turnover, and insufficient onboarding processes are a driving factor. Companies that optimize the process can save time and money while improving employee retention. The following are several insights to improve the onboarding process for new call center employees:

  1. Pay attention to personality traits and soft skills. Onboarding is useless if a new hire doesn’t have the demeanor required to do the job. Soft skills like empathy, active listening, and coolness under pressure significantly effect customer satisfaction. Unhappy agents that aren’t suited to the job can ultimately damage the customer experience and the company’s reputation. Employers can train new agents on technical skills. However, changing their personality is difficult, bordering on impossible.
  2. Gamification is a strong motivator. Videogames figured out that players responded enthusiastically to unlocking achievements. Gamification in the workplace, such as friendly competition or striving to reach a milestone, can hold the same appeal. It imbues a sense of fun and excitement that ultimately improves productivity and performance.
  3. Simplify knowledge acquisition. Knowledge bases are a must-have for agents of all experience levels. While tenured agents may know how to navigate a convoluted system, it’s likely to frustrate newer employees. A robust and easy-to-use knowledge base is a powerful training tool and allows new agents to begin fielding calls much faster.
  4. Train agents on how to handle angry callers. Phone calls from frustrated customers are common for call centers, and new agents need to know how to handle them. Many of these calls require active listening, repeating information, and avoiding putting the customer on hold. Agents that understand the process can quickly access information to meet the customer’s needs while remaining calm.

Automation and self-service tools allow customers to find answers to many of their questions themselves. However, some situations require human interaction. How well a company onboards new call center agents directly effects the customer’s experience and loyalty. Contact Actec to learn more about implementing a nearshore contact center.

4 Employee Recognition Ideas for Call Centers

Posted on

August 16th, 2022

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fnolMotivated and engaged call center employees are more likely to deliver high-quality customer service. However, consistently providing superior service and meeting KPIs is challenging and can leave agents exhausted without adequate support. Recognizing their efforts shows customer service agents that the company appreciates their work and cares about their well-being. It also behooves companies to recognize call center agents, as customer service directly effects revenue.

The following are several ideas companies can use to show appreciation for their call center employees:

  1. Personalized incentives. Gift cards are easy to give out as rewards for top performers, but they require little thought and can come across as impersonal. For example, gift cards to restaurants can backfire if the employee has dietary restrictions that limit their options. While a plain Visa gift card is a safe option, it lacks thoughtfulness. Personalize performance incentives to show genuine appreciation, such as a gift basket from the employee’s favorite store or drinkware with their initials engraved on it.
  2. Technology accessories and gadgets. Most adults own smart devices, including smartphones, tablets, e-Readers, and more. Businesses can offer a range of high-tech accessories and gadgets for employees to choose from, allowing them to select items that best suit their needs. Companies can divide the options into tiers that employees can unlock by meeting KPIs or let employees choose from the most coveted items on their work anniversaries. Ideas include pop sockets, protective cases and screens for their devices, charging pads or docks, power banks, external hard drives, wireless earbuds, etc.
  3. Peer-to-peer recognition. A peer-to-peer recognition system encourages employees to show appreciation for each other’s hard work and fosters better teamwork. For example, all employees can enter a coworker into a monthly raffle for appealing prizes (e.g., a small bonus, taking a half day on a Friday of their choosing, and so on). With more entries, the more an employee stands a chance to win. Employees are more likely to up their teamwork skills, such as taking the extra time to help a new employee or working amicably to find creative solutions on group projects.
  4. Relax the dress code. Consider relaxing the dress code if call center agents don’t interact face-to-face with customers. Companies can show employees they care about their well-being and want them to feel as comfortable as possible while at work.

Call center employee appreciation and recognition are essential for ensuring excellent service and delivering a superior customer experience. Contact Actec to learn more about implementing a successful nearshore call center.

What’s Your Call Center’s Company Culture?

Posted on

July 12th, 2022

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fnol call centerSeveral elements define a company’s culture. The company’s mission, values, and leadership style all affect how employees engage with each other and how customers view the company. A strong, positive company culture drives employee motivation, productivity, and morale. Establishing a company culture takes time, but businesses have several styles they can cultivate within their call centers.

  1. Adhocracy Culture. The term adhocracy culture comes from ad hoc and prioritizes innovation and creativity above all else. Adhocracy culture encourages employees to take risks and accepts that failure may occur. However, this style of culture eliminates barriers that restrict creativity and often produces rapid growth and impressive innovations.
  2. Clan or Collaborative Culture. Businesses that embrace a clan or collaborative culture tend to treat employees like family members. Clan culture often abolishes traditional hierarchy roles and values all employees’ input equally regardless of their management level.
  3. Customer-Focused Culture. The customer experience dominates in customer-focused companies. They aim to provide paramount service and often go the extra mile to ensure a high-quality customer experience. These companies often equip employees with the technology and freedom required to exceed customer expectations.
  4. Hierarchy Culture. Hierarchy-driven businesses are the most traditional, with rigid tiers of management and responsibilities. High-risk organizations often develop a hierarchy culture to control and minimize failure. Although a bit old-fashioned, this culture style is more efficient than most.
  5. Market-Driven or Competitive Culture. Companies with a market-driven culture focus on getting their products on the market as quickly as possible. Employees in these organizations tend to work hard, thrive on competition, and focus on results. Businesses with market-driven cultures often emphasize an employee’s performance and ability to produce results over the workplace experience.
  6. Purpose-Driven Culture. Purpose-driven culture has taken off as customers show more interest in a company’s values. Employees have a strong sense of purpose and understand the importance of their work to the organization. The workforce often unites behind a shared belief, such as improving sustainability or advocating for human rights. Purpose-driven businesses aim to give back to the community that supports them and often donate to charities that align with their mission.
  7. Innovative Culture. Similar to an adhocracy culture, companies with an innovative culture focus on inventive ideas. However, innovative cultures have several distinguishing features. Innovation-focused companies aim to improve processes and existing technology while also creating new solutions. The primary goal is to continuously produce new ideas, products, and technologies that meet existing and unforeseen customer needs.
  8. Creative Culture. Creative company culture focuses on establishing goals and bringing those aspirations to fruition. They strive to create new products and services that build a unique customer experience. Employees often work in teams to encourage innovative thinking.

Companies can make several strategic decisions to define their call center’s culture. For example, some may choose to focus on the customer by equipping agents with the best customer service technology and providing rigorous training to establish service standards. Others may unite their call center representatives behind a common purpose that speaks to their customer base. Whichever approach an organization decides to take, they need a high-quality call center to fulfill customer needs. Contact Actec to discover how a nearshore call center can improve your company’s customer service and loyalty.

4 Ways Effective Communication Boosts Call Center Success

Posted on

February 15th, 2022

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How a company communicates internally has far-reaching effects and contributes directly to its long-term success. It plays a critical role in how well a call center performs. The following are several ways effective communication improves a call center’s performance, the quality of customer service employees provide, and the company’s bottom line:

  1. Better productivity. Call center employees won’t perform well if they don’t understand their role or what their employer expects of them. Confusion often leads to frustration, which restricts productivity. Employees perform with much greater efficiency when they have clear guidelines and understand their responsibilities.
  2. Improves engagement. Managers communicate with call center employees regularly to ensure they understand the company’s goals and service expectations. However, companies need to ensure that line of communication goes both ways. Employees can’t engage as well with their work if they can’t seek input from management for clarification or feedback. Having open dialogue also shows employees that their managers appreciate their input and care about their workplace concerns.
  3. Better quality of service. Good internal communication often translates to improved external communication with customers. Effective communication helps call center employees feel confident in their role, which enhances the quality of service they can provide. Customers appreciate direct and transparent communication, and providing that improves their loyalty.
  4. Solves internal issues. Workplace tensions will simmer and explode without effective communication. Teams can resolve internal issues by employing active listening and formulating respectful and professional responses. These effective communication strategies can transform destructive arguments into constructive conversations.

Effective communication is a critical element of any successful call center. Communication strategies affect internal and external workplace relationships. Actec understands the importance of having an effective call center that delivers consistently high-quality service. Contact us to learn more about our nearshore contact center services.

4 Traits Call Centers Need for Effective Crisis Communication

Posted on

December 21st, 2021

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Insurance providers need a call center that can handle all their incoming calls, particularly when it comes to emergencies. When insureds initiate first notice of loss (FNOL), they’ve often experienced a high-stress incident. From house fires to car accidents, insurance call centers need to have the skillset to navigate customer crises. Here are several characteristics of call centers that communicate effectively during a crisis:

  1. High call volume preparedness. Some crises affect a significant number of customers. For example, hurricanes can damage property and vehicles. Insureds may find themselves homeless while waiting on repairs. Call centers need to have the capacity to handle a sudden influx of calls, particularly for imminent covered perils.
  2. Crisis management experience. Not every industry needs call centers with experience handling emergencies. Insurance companies need a call center staffed with agents that understand how to perform FNOL intake during a crisis and how to respond appropriately to frantic customers. Similarly, agents need to be able to identify a true emergency. What seems critical to a customer may not require immediate action. In those instances, agents need to know how to diffuse the situation and help customers navigate the next steps of their claim.
  3. Strong emotional intelligence. During a crisis, call center agents need to be able to identify how the customer is feeling and respond with empathy. Customers will likely be upset or angry during a crisis, and call center agents need to know how to contain the situation without allowing their emotions to affect the level of service they provide.
  4. Insurance providers need a call center that can adapt to meet their needs. Increased call volumes during a crisis often require additional agents to field all the calls in a timely manner. Some call centers achieve this by having agents on-call or tapping into a work-from-home network.

Accidents happen, and it’s not always possible to predict when disaster will strike. Insurance companies need a call center that can handle critical situations whenever they arise. Contact the experts at Actec to learn more about our nearshore contact center services.

4 Ways Nearshore Call Centers Avoid Cross-Cultural Miscommunication

Posted on

December 7th, 2021

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Call centers are a boon to growing businesses. A dedicated call center can handle all incoming calls, answer common customer questions, and allow employees to focus on their primary tasks instead of working the phones. However, many offshore call centers struggle to bridge cultural divides, which makes it difficult to provide high-quality customer service.

Nearshore call center agents have enough geographic proximity to understand the customer’s needs, frustrations, and expectations. The following are several ways nearshore call centers improve communication and the customer experience:

  1. Language. Customers expect agents to speak their language fluently. However, call center agents need a nuanced understanding of the language as well. Agents that don’t comprehend common idioms or struggle to understand local accents will run into repeated frustrations.
  2. Culture. Greetings vary between cultures. Some cultures prefer friendly exchanges, while others expect direct and professional communication. Nearshore call center agents understand the customer’s culture, which facilitates better communication.
  3. Time zones. Many companies turn to offshore call centers because they can provide coverage outside of regular business hours. Nearshore call centers can provide extended coverage too, and their closer proximity makes it much easier to communicate business concerns. If a company wants to discuss changes to the call center or review KPIs, nearshore call centers are better equipped to meet during regular business hours.
  4. Communication channel. Customers have several options for communicating with a business. Some prefer to speak to a live person, while others may prefer to send a text or a message. Cultural divides can make it difficult for offshore call center agents to pivot from the phone to a chatbox. What sounds friendly with verbal inflection can seem cold over text.

Customer loyalty is hard-won and easily lost. One poor support experience is enough to make a customer consider finding a new service provider. Customers are also much more likely to leave reviews after a negative experience, which can harm the company’s reputation. Companies need call centers that can resolve their customers’ needs and exceed their expectations without stumbling over cultural miscommunications. Contact Actec to learn more about the benefits of nearshore call centers.

4 Proven Ways to Deliver an Excellent Customer Experience

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October 13th, 2021

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Positive customer experiences drive the success of all insurance companies. A recent survey from Microsoft found that the overwhelming majority (95%) of customers base their loyalty on the quality of service they receive. Other surveys report similar statistics across all industries, which underscore the importance of providing an excellent experience during every customer interaction.

With the pandemic keeping many people at home, customers are shopping online and reaching out to customer support more than ever. Whether they need help deciding on which product to purchase or need clarification on their policy, customer service representatives need to deliver the best service possible. Here are several methods customer service representatives can use to provide consistent, high-quality service:

  1. Know the products. Customers don’t often understand their policies or their coverage needs as well as they should. They need a knowledgeable agent to guide their purchasing decisions and clarify any questions they may have. Agents that recommend supplemental policies to prevent coverage gaps, bundles to help save the customer money, and tips that lower the customer’s insurance costs will be far more effective than agents that can only regurgitate a memorized script.
  2. Embrace creative problem-solving. Creative problem-solving is a much sought-after soft skill, and it requires looking beyond a quick fix. Customer service agents that thrive on finding solutions will advance customer loyalty much more than agents that focus on the customer’s policy limitations.
  3. Strive for positive communication. Customers often call their insurance providers after they experience a loss, and their emotions are running high. Agents that remain calm, friendly, and empathetic can help the customer deescalate to navigate the claim process. If a customer initiates communication through chat or text, customer service agents must remain aware that tone doesn’t always convey through these channels. Using friendly punctuation, humor, or emojis can imbue their words with warmth and compassion.
  4. Respond quickly, resolve thoroughly. Customers value their time, and they do not appreciate waiting on hold or navigating a convoluted phone tree before even broaching their problem. Agents need to respond as soon as a customer reaches out on all platforms, including calls, messages, and texts. However, customers don’t want agents to rush while resolving their problems. Respond promptly and investigate carefully to secure ongoing customer loyalty.

Customer service representatives are the first responders to customer inquiries. Insurance companies need a top-tier call center to deliver the quality of service the modern customer expects. Contact the experts at Actec to learn how our nearshore call center solutions can improve the customer experience.

How to Improve Your Call Center’s Internal Communication

Posted on

September 21st, 2021

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Quality customer service is the core goal of any call center, and it relies on call center agents’ communication skills. However, a call center will struggle to perform if internal communications are problematic. Contradictions from management, misunderstandings, and unclear directives can wreak havoc within a call center and reduce agents’ abilities to reach their target key performance indicators (KPIs).

Improving internal communication provides several benefits, including increased productivity, heightened employee morale, and a boost in profits. Companies can implement the following to improve their call centers’ internal communication:

  • Provide clear communication expectations. Employees use a variety of channels to communicate, such as emails, texts, phone calls, or in person. Outlining expectations for tone and usage of these channels can eliminate confusion and frustration.
  • Define each employee’s role. When employees don’t understand how their job contributes toward a team or company-wide goal, they’re likely to struggle or disengage. When employees know each other’s roles, it also empowers them to seek the right individual when handling a problem.
  • Incorporate transparency into training. Onboarding and ongoing training are critical to honing employees’ skills, but that may not be clear to everyone on the team. Explaining the why behind the training demonstrates honesty and respect for employees’ time.
  • Avoid spam-like communication. Employees aren’t machines, and they’re likely to glaze over when they open a long-winded or not-relevant-to-them email. Embedding pleasantries like “We appreciate your time and effort!” at the end of an email with little value comes across as empty and false. Emails should be easy to scan and truncated to the most salient points.

Ineffective communication within a call center can lead to information silos, process breakdowns, and unsatisfactory customer service. Excellent communication, both internal and external, is the backbone of a successful call center. Actec can provide your company with the high-quality call center you need. Contact us to learn more about our nearshore call center solutions.

5 Signs Your Business Needs a Call Center

Posted on

August 24th, 2021

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Small- to mid-sized businesses may think call centers aren’t something they need to concern themselves with. However, as business begins to flourish, lagging customer service can bring growth to a halt while eroding income potential. Companies that notice the following signs need a call center if they want their company to flourish:

  1. The phone never stops ringing. An uptick in customer calls is great for business unless the company doesn’t have the staff to handle all the calls. If employees are constantly fielding incoming calls, they’re going to struggle to complete their other tasks. A call center lightens employees’ workloads so they can focus on their primary jobs.
  2. Too many voicemails to sift through. Companies without call center support will start each workday listening to voicemails left overnight. Most of these voicemails won’t be emergencies, but companies can’t afford to keep an urgent request waiting as they work their way through the queue. A call center can field these calls and identify which requests need immediate attention.
  3. Delays in replying to business prospects. The world of sales is fast-paced, and companies can’t afford to leave potential clients waiting. Customers aren’t content to wait for an answer and will look elsewhere to find a solution. If another company provides an immediate answer, they will earn that customer’s business. If customer calls reach levels that the company can’t manage promptly, it may be time for a call center to meet customer needs and expectations.
  4. Current customers display increasing levels of frustration. Keeping the current customer base happy is just as important as securing new leads. If existing customers have to leave a voicemail and wait until the next day for a reply, their satisfaction and loyalty will drop accordingly. If a company sees a sustained uptick in frustration from its customer base, it may need a call center to handle the calls.
  5. The expense of more customer service employees limits growth potential. In-house customer service representatives are valuable, but they’re hard to maintain as a company grows. Expansion is exciting, but the company needs to be able to increase its customer service along with its business prospects. Call centers provide a much more cost-effective solution than hiring a slew of in-house employees.

If your business is experiencing any of the above, it’s time to consider a call center. Contact the experts at Actec to learn how our nearshore call center solutions can help your company.