A recent study in the US states that one out of every 25 jobs in the US is tied to a call center. While support personnel are typically not the highest paid people in a given company, they are often the most important in terms of keeping a company successful. Most companies are efficient and making sure their support people get the product knowledge training they need and that is an important first step. Many support technicians feel that their job is to fix problems, rather than satisfy customers. We have had great success with helping call centers become better at achieving their goal of satisfying customers by ensuring the right metrics are being measured and the right skills are being used with customers. Fargo moorhead symphony orchestraBuy tickets online fargo moorhead symphony orchestra ticket reservation system book your tickets instantly Fargo moorhead symphony orchestra. Blue english fargo live music Blue english is a four piece band from fargo nd that includes three lead singers their american and british influences are apparent in the production of each song Blue english fargo live music.
Did you know that celtic turtle tattoo designs is one of the most popular topics in this category? Did you know that betta fish tattoo designs is one of the most popular topics on this category? No matter what your product or service, your goals are the same: find customers, keep customers, repeat.
Eventually, the issue for which they called must be resolved as part of their customer experience. And here’s the fun part – when a customer’s needs are met the right way, it does not take more time than other ways of handling calls.


Tracy Learning is a leader in professional development training and consulting in areas including problem solving, leadership, customer service, creating an online marketing presence and much more. What is even more surprising is how many call centers do not adequately prepare and train their people for success.
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It costs five to fifteen times as much to find a new customer as it does to keep one that you already have, depending on the industry. In fact, our research with customers show that people that have their issue resolved quickly and the call is closed quickly rate themselves as being satisfied customers only 18% of the time.
The difference is creating a supportive environment in the call center that encourages the right behaviors done at the right time.
Customers that get NONE of their problems resolved on the first call, but had great customer service skills used with them rate themselves as satisfied customer’s 90% of the time! While a bit of discipline is necessary to get people up to speed with the proper skills, the results are well worth the effort.
Still, many companies measure things like calls closed per hour or length of time per call.


Most of the information gathered from a customer will not do anything to find the root cause of their problem. We tend to measure what is easy to measure, not what drives the results we should be looking for. People want to be part of the solution, not treated like an issue that needs to go away quickly. What’s more, the right questions often never get asked and support engineers are left with trial and error scenarios to solve the problem. While we don’t want support people spending hours per call, the measure of success should be how satisfied a customer is, NOT how fast we get them off the phone or even how fast we resolve their issue. The want respect, understanding, kindness, and possibly even a little education where appropriate. The goal when a customer calls in is NOT fixing the technical problem, it is making sure your customer is satisfied. If you want to satisfy customers, make sure that is what support people are measured on and what their pay is based on.
You will see greatly improved results when metrics are aligned with the results you desire.



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