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É possível inovar em call center?

Com as mudanças nos hábitos dos consumidores, muitos deles passaram a ver o serviço de call center como uma perturbação, relacionando as famosas ligações a cobranças ou oferta de produtos indesejados. Porém, contar com um serviço de call center é fundamental para algumas empresas e para conseguir tirar essa impressão negativa, é preciso buscar formas de inovar.

Muitos empresários resistem à mudança por acharem que os modelos tradicionais de atendimento já estão trazendo resultados — apenas recompensar seu atendente por tempo de ligação (geralmente o mais curto possível) pode não ser uma ideia tão boa quanto parece.

Para ajudá-lo nessa tarefa, separamos 4 dicas para inovar em call center! Confira:

 

Tom de voz do atendente

Pode até não parecer relevante, mas o tom de voz do atendente é um diferencial no seu serviço. O que muitos clientes reclamam é daquelas ligações em que parece conversar com um robô, com frases decoradas — infelizmente, esta é a realidade de muitas empresas.

Investir na qualidade do atendimento é o primeiro passo para uma melhoria. Contar com um profissional de fonoaudiologia para treinar e ensinar seus colaboradores é uma ótima solução. E por mais que exista uma lista de procedimentos padronizados, o ideal é tentar manter o atendimento o mais personalizado e humanizado possível — nem todo consumidor tem o mesmo perfil e vai lidar da mesma forma com uma ligação.

Construa um relacionamento para inovar em call center

Tem sido grande o debate sobre focar os esforços no relacionamento com o cliente e não simplesmente em números e atendimentos soltos. Para isso, é preciso contar com um sistema ou software que registre todas as informações relevantes durante o chamado.

Este tipo de ação se mostra relevante e necessário, pois é praticamente impossível um cliente ser atendido pelo mesmo colaborador duas vezes e, por isso, o próximo atendente precisa ter acesso ao que já foi conversado para dar continuidade e quando necessário.

Se o seu cliente entender que agora ele é o centro do atendimento, com certeza o clima da ligação pode ser diferente. Imagine a seguinte situação:

Um cliente ligou mais de uma vez, pois está com problemas com a linha telefônica. Em vez de fazer todas as perguntas novamente, esperar seu cliente relatar o problema e depois deixar ele no modo mudo, como é de costume, que tal entregar um novo atendimento para esse cliente? Oriente o atendente a mostrar que ele tem conhecimento sobre a situação e que também está por dentro de como foram os últimos contatos.

Ofereça outras opções de contatos

Além da ligação telefônica, para inovar em call center já existem outras soluções de canais que podem ser adotadas pela sua empresa. Você pode, por exemplo, disponibilizar o contato via WhatsApp, um dos aplicativos de comunicação mais usados atualmente, e os mais tradicionais, e-mail e chat.

Estrutura e motivação

Nosso último ponto não é menos importante. Investir na estrutura do espaço e na rotina de trabalho dos atendentes é essencial para proporcionar mudanças e melhorar tanto a produtividade como também o rendimento. Se o seu funcionário está desmotivado, ele provavelmente vai deixar transparecer esse sentimento para o cliente, o que não será benéfico para sua empresa — ofereça condições adequadas para que o seu atendente exerça a função dele, além de bons equipamentos, como cadeiras confortáveis e fones de ouvido, por exemplo.

Você tem alguma outra dica para inovar em call center? Compartilhe com a gente!

Mantenha-se no topo com nossas  soluções para gravações telefônicas voip e digital.

140 comentários

  • Link para o comentário BobbyPhefs
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