5 TIPS FOR SUCCESS

Successful companies within the local BPO sector have recognized a growing trend towards increased investment in training. The results prove that investing time and effort into dynamic learning processes and forward-thinking training certainly pays off. Not only are you more likely to see the value in higher quality agent engagement with far less staff turnover, but clear customer communication also makes a significant difference in staying ahead of competitors!

1. TRAIN THE TRAINER

A trainer is hired on the basis of a combination skill-set. However, the real key to a company’s success, is in making sure trainers are properly trained in their products, services, values and company expectations. By training the trainer, you ensure that your trainers are not only coaches and mentors but also experts in being able to turn theory into usable skills, information into practice and trainees into motivated, empowered and fired-up employees who hit performance targets and produce quality campaign results.

2. KNOW THE PRODUCT INSIDE OUT

Whether agents are working in sales or support, they should know the product inside out. They must be able to answer any common customer questions without having to consult a manual, and, in fact,  even pre-empt certain queries using their knowledge of the more advanced features of the product or service.

3. BREED A TEAM OF PRODUCT INFLUENCERS

By providing agents with thorough product knowledge, they won’t only know what you are selling but they’ll believe in it too! Doing this will make agents more like influencers and eventually when they talk to the customers, they will be perceived as an authority. This way they can impress the clients and establish a line of trust and credibility.

4. TRAINING NEVER STOPS

Training shouldn’t be something offered to new agents exclusively. To help agents grow into customer service experts you need to provide them with continuous training. Offer short ‘refresher’ courses along with practical ‘role-play’ calls, for example. This empowers agents and you will reap the benefits of them being able to assist clients properly.

5. USE INCENTIVES TO BOOST TEAM MORALE

By rewarding ‘star-agents’, you create a healthy competitive culture where agents want to perform. Some ideas include a visible leader board with monthly ‘prizes’ for the winner. Or, make weekly announcements that include ‘most calls made’ or customer service compliments for a specific agent. Receiving praise and incentives not only boosts individual agents’ confidence but has the power to motivate an entire team to strive for excellence.

Let iContact assist you in unlocking the Power of your Business

www.icontactbpo.co.za

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Why Choose iContact

iContact is a leading customer service BPO provider with specialist experience in the banking/financial services, insurance and medical, retail, telcos and hospitality sectors, both domestically and internationally.

We build our solutions around our client’s bespoke needs, delivering a professional service solution premised in our partnership approach to all that we do for our clients.

As part of the Alefbet Holdings Group, a Global Business Services powerhouse which employs 1200 full time employees across its various BPO businesses, we bring a professional and proven pedigree in the sectors we serve.

As a high-performance team, iContact brings cost-effective, quality solutions backed by leading edge technology and human engagements. Our ultimate goal is to deliver the very best in customer experience and first-time query resolution. Our clients can look forward to a proactive and innovative BPO partner in iContact, where exceptional customer service, innovation and perpetual improvement are entrenched philosophies.

iContact’s strategic locations, advanced business intelligence tools, data analytics capabilities, skilled leadership and large, educated skills pool with strong English language proficiency present our customers with an unrivalled value proposition.

For the best in BPO economics, quality and socially responsible supply chains, talk to iContact.

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