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Knowing the product helps deliver an excellent customer experience

News
23rd July 2012

By redesigning our employee education process we can guarantee a more consistent customer experience.

Mike Eadie, Director of People Development

Equiping our team

It is extremely important that we equip our people with the right tools and the right technical skills to empower them with the confidence to be able to professionally convey that knowledge to the customer, our advisors just need to bring the right attitude and the right customer service focus.

Traditionally, learning and development teams would provide induction and on-going technical training.  While this type of on-going training programme for employees may be the conventional way of dealing with our clients rapidly changing products and services, inevitably this means that some staff members are much better at recalling product information than others.

So, our radical approach was to redesign the whole process to ensure that the customer has access to the latest product information through our customer service advisors no matter which agent handles the call.

Informed service

Webhelp UK is transforming how contact centers work. Instead of continually updating our employee product knowledge, we have developed industry leading turnkey systems that store each client’s most current product and service information, which is available live to all customer advisors, enabling them to deliver a better, more informed service.

We’re also training our customer service employees in questioning techniques which allows them to better understand the customer’s problem, how to quickly access the relevant product information, and how best to deliver an answer to the customer improving their overall experience and thereby reducing call volume and customer frustration.

More than ever, people are demanding excellent customer service delivered expediently, where they want, when they want

More than ever, people are demanding excellent customer service delivered expediently, where they want, when they want.  They want their particular issue solved, and they want it solved fast, but they’ll get as much reassurance from getting that problem solved from the way they are spoken to, and how they are questioned, making the interaction part of the customer journey a more enjoyable experience.

This cutting edge approach means that we can ensure a consistently higher level of customer care, and it allows us to focus on building superior customer relationships skills rather than focussing on ever-changing product knowledge.  We have seen a 30% increase in CSAT, unequivocally proving that our methodology delivers results; our smarter systems really do deliver a superior service for our clients.


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