Contact Centres

...and Why Real People Are Far Better Than Automated Robots When Helping Your Customers

Customer Call Centre Improvements

When dealing with a contact centre, customers do not want to deal with robotic agents – they want to deal with people who can deliver a personalised experience. So, getting agents to follow a script is not the way to create a good impression and build strong relationships. But, dealing with customers all day, every day is tough – and all too easily the experience agents deliver can become boring, bland and inconsistent. A structured Customer Experience Model™ provides a framework to guide agents in how to be consistent, customer-focused and results-driven.

A Customer Experience Model™

Developing a clear definition of the desired customer experience is the starting point in implementing a behavioural change programme that will deliver an excellent customer experience. At Cape Consulting, we develop a Customer Experience Model™ with our clients that:

• clearly links to their business purpose and ‘customer promise’
• defines in detail what customer-facing staff need to do each and every time they ‘touch’ the customer
• underpins a detailed behavioural change training programme for customer-facing staff and their management
• is reflected in the measures and rewards that define desired staff behaviour.

The Customer Experience Model™ should underpin an internal communications programme in order to assist with sustaining the behavioural change so that the desired customer experience becomes business-as-usual.

Training staff so frequently doesn’t create the desired change – why?

All too frequently, time and money are spent on soft-skills training for customer-facing staff that doesn’t deliver the desired level of change. Yet, there is a need for training, if a consistently improved experience is to be delivered to customers – so why the problem? Our experience shows that training can only be effective if:

• it recognises and builds on the strengths and weaknesses of the people concerned – a sheep-dip approach is not the answer
• the views and opinions of front-line staff are listened to and responded to
• front-line staff see what will be the benefit for them in behaving differently
• potential barriers to delivering to the customer are identified and steps taken to overcome them
• management change the way they measure and reward their staff – ‘what gets measured gets done’ … so measures need to reflect the desired customer experience
• the desired skills and behaviours translate in to the workplace – requiring a commitment to practice and a clear fit with other tasks and responsibilities.

Cape Consulting’s approach to training

Our cutting-edge training utilises up to the minute research and techniques from Social Psychology, Transactional Analysis and Neuro-Linguistic Programming. The techniques are simple yet powerful. Above all, the feedback we get from our training is that it is fun – both inside the training room and back in workplace – and effective. It drives results!

More On Customer Service Training

Click on the following links and discover more ways we can help you improve your customer contact centre
Do your people make these common mistakes on the phone?
Training that delivers results
Team leader / manager development – the key lever to pull!