HR GENIUS BLOG

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

Product knowledge is power!

Posted on

Product knowledge is power!

Contact centres often underestimate the importance of proper product knowledge, often skimping on providing proper training in that regard or providing their agents with outdated information.

Customers have easy access to information on any product or brand, specialized message boards provide in depth analysis and social media is used as a more direct approach and is the online equivalent of “ask your peers”. If the customer knows more than you do about the product you are selling, you’re in trouble.

Simple training sessions are no longer acceptable in the long run since they tend to expose the lack of knowledge to the customer base.

But the biggest problem is properly updating your current contact centre staff on new products or small upgrades to older ones. Sending out an email won’t cut it.

You have the same tools as your customers plus details regarding the product for in-house use, so encourage your staff to dig deeper and at times unleash their “inner geek”, they need to be well informed and so do you.

Knowledge is power!