Effective Call Center Customer Services Through Conflict Management

If asked, most of inbound call centers managers would count customer satisfaction as the vital growth driver of their organizations

. Good customer services not just keep your existing customer happy but attract new customers too by positive word of mouth. In customer focused industries such as call centers, customer service is not just about doing the bit of services asked for but to resolve issues, grievances and complaints as well and escalate them to next level, if needed.

From some past years, outsourcing call center services providers have registered phenomenal growth. Their main services like help desk support, back office support services, chat support services, and technical support services have become the resort of many consumer centric industries. Due to high expectations of clients, call center managers have also raised the bar of performance and satisfaction target for workers.

In a survey, nearly four percent customers asserted positive to the service customers which at some moment, have resolved their query or complaints at the earliest. Providing good customer services have never been easy for call centers, though. They spend hundreds of thousands to impart soft skills and technical training in their staff. Recruiting new call center agents is a tough call too whereas keeping the older ones stick to their job happily is even a greater task.

Its been seen that following the five steps of conflict management in call centers can yield great results and do the betterment of customer service. These five steps mainly are:

1) Competing Competing is a trait where an agents is in power mode and wants to win. It could both be negative and positive. If positive, the power of agent can be used to win over the problem, not customer.

2) Collaborating: This should be used in positive sense to correlate with customers.

3) Compromising: It is to find a mutually acceptable situation to find out a beneficial way for both customers and company.

4) Avoiding: It is to escalate the problem or keeping it on back burner for a while.

5) Accommodating: It is to respect and regard the needs of customers at any cost.

Using this conflict management framework call center agents can find a way to deal with the customer problems. These alternative modes can be applied during various phase in customer dealing.

by: JohnThomas

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