In a marketplace with shifting paradigms and evolving technologies, it’s easy for enterprises to lose focus on the value of the customer experience. However, success begins and ends with the customer. As more technologies emerge, customers expect to reach businesses from a variety of touch points.
The Northridge Group understands that the necessary ingredients to achieving business goals are a mix of expertise, infrastructure, and collaboration. But, in order to maintain the best level of service in your contact center, understanding industry-leading standards for hiring, exceptional training, monitoring, and managing performance are essential.
Many businesses use offshore contact center agents. While there may be a mixed perception, these agents can be integral to the customer experience with the right tools, policies, and procedures, along with coaching and calibration sessions.
To ensure these rules and expectations work well, it is essential to establish a quality monitoring and coaching program that addresses the who, when and how of contact sessions with offshore agents. Within such programs, there are many important behaviors to listen for in order to determine whether or not offshore agents are delivering best in class service. The three primary behaviors are the following:
- Listens actively: When you’re working with offshore agents, language can be a success barrier. Language tends to lead to a perception or misconception of an agent’s ability to accurately answer questions. During the selection process, agents should closely assess the agent’s language skills. Make sure agents truly listen to the customer’s problems and understand how best to address the questions.
Coaching opportunity: build a drop-down or selectable tool that allows agents to data-fill instead of free form.
- Takes responsibility: Oftentimes agents resist handing over an escalation to a supervisor. During a coaching session, it’s imperative to educate the front line on all the right policies and procedures, so they can answer questions correctly the first time around without needing to escalate to supervisors.
Coaching opportunity: encourage offshore agents to respond to negative customer sentiments with value and positive reinforcement statements. Apologizing and taking ownership of the problem can strengthen a customer—agent relationship.
- Transfers interactions to the correct organization: Frequent transfers, disconnects, and misdirected calls are all factors in customer dissatisfaction. It’s important to train the contact center agent on when to transfer and to ensure that the next point of contact has the right answers to assist the customer.
Coaching opportunity: Train your offshore agents to use the right verbiage that ensures the caller that they have gotten to the right department and will receive the proper assistance.
By implementing a quality monitoring program, your offshore agents can be a strong front-line with the right tools, policies, and procedures, along with coaching and calibration sessions. Furthermore, by focusing on these three behaviors you can ensure success in an offshore contact center.
Contact us to learn more about quality monitoring for successful coaching sessions.