Improving Customer Service on the Phone

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  Call Center Personnel / Why Not Hire The Best

  Customers want three things when they make a call to customer service:
  1. Someone who speaks understandable English.
  2. Someone with the skills to understand the problem.
  3. Someone pleasant who has the ability to fix the problem.
  
  Like the rest of life about 20% of ordinary call center staff are top performers. Through assessment testing some call centers have benchmarked their top performers and now hire staffs who match the benchmark and produce 50-75% top performers. This produces a much better customer experience with lower training and turnover costs.
  
  More importantly, the lifetime value of a customer is not lost through a frustrating, needless, time consuming exercise in futility with a distracted teenager in Bangalore.
  
  William Cavalier
  President
  www.JOBFIT.biz