HR GENIUS BLOG

SHARING NEWS, IDEAS, THOUGHTS AND ADVICE AROUND THE WORLD OF HR!

Turn customer experience into a regular process.

Turn customer experience into a regular process. Customer experience is not some mythical beast, and we believe it should be the norm, as well as customer centricty shouldn’t be precieved as something to strive for, but a “default” policy in the customer service industry. If you want to improve customer experience and embrace customer centricity, OpsTalent has a treat for you today.¬†...

Introduce a “Check-Up” policy

Introduce a “Check-Up” policy Be in close contact with contact centre agents that called in sick, it will not only show that you care as the manager (how are they feeling, is there anything you could help with, or even gather information about their illness in case of an outbreak), but is a great technique to reduce absence rates....

Telesales 101: Consistency and Persistence.

Telesales 101: Consistency and Persistence. Making a connection over the phone is probably the hardest part of a contact centre agents job, and understanding the customer is never as easy as it sounds. In the customer centric climate selling is seen as an extension of customer service. the probability that a customer will buy the presented product or will be...

Reducing Costs and Maintaining Quality: Efficiency and Versatility

Reducing Costs and Maintaining Quality: Efficiency and Versatility When operating a multi-lingual contact centre, customer service costs can add up fast, and over a short period of time they will quickly add up to A LOT. If you are looking to improve your business’s bottom line, or ¬†provide better customer service, you need to implement these methods to reduce customer service costs without...