The Call Center Agents’ Role in Handling Customer Complaints

The Call Center Agents’ Role in Handling Customer Complaints

The call center agent is a company’s first line of defense when it comes to solving customers’ problems. As such, they often bear the brunt of a customer’s frustration, despite the fact that they didn’t personally cause the problem. It’s their responsibility to do everything in their power to ensure that the customer is completely satisfied. The right call center software can help.

Handling Customer Complaints

An unsatisfied consumer is very vocal, which is understandably bad for business. In fact, research shows that such a customer will tell between nine and 15 people about the experience, according to the White House Office of Consumer Affairs.

The right call center software can help turn that negativity around by broadening the ways in which a service rep can resolve an issue. Unlike the capabilities of a previous generation, today’s customers can leave their name and phone number via voicemail and receive a call back in a guaranteed amount of time. They can download a mobile app and reach customer service in a single click of a button, or be routed to the head of the queue based on their high-value or priority status.

Offerings such as these not only help resolve a service issue more quickly and efficiently, but also allow customers to choose how they want their calls handled, putting them in control.

Maximizing Management Support

The more that a company can empower a call center agent to make decisions, the quicker customers’ problems will be resolved. If an issue must be escalated to a manager, agents need to have confidence in their manager’s ability to resolve even the toughest challenges to a customer’s satisfaction. Doing so helps agents feel they are being heard, and that they are getting the support they need. In addition, constructive feedback and training after a call escalation creates a positive experience and helps agents improve their skills.

By combining the right call center software with great service attitude, proper training and a supportive manager, agents will know they are doing everything in their power to provide maximum customer satisfaction.

Previous/Next articles