Best Practices for Small Service Centers
Build a flexible service staff, learn from others, make training more effective.
(Boonton, NJ, August 9, 2013) — Limited resources dont have to mean limited results, even if your customer service or call center is a relatively small operation. In fact, according to Mike Sernoff of SofterWare, a Philadelphia-area computer software company, there is a lot that smaller call centers can do to ensure that they are providing an outstanding customer experience.
In the August issue of Customer Service Newsletter, Sernoff shares three best practices for small service centers. These include:
• Build a flexible service staff. SofterWare has developed a workforce flexibility that allows the company to meet seasonal demand pressures.
We make sure that everyone in the company knows that customers come first, Sernoff says, and if our support team finds itself dealing with more volume than they had planned for, there are other people in the organization who can drop what they are doing and get on the phones.
• Learn from others. Sernoff says his company has learned a lot by taking advantage of ideas, solutions, and best practices that arise out of networking with others. For example, SofterWare has developed a relationship with a non-competitive software company that is located nearby. They are a bit larger than us, and so are a little ahead of where we are now, and they are a good model for us to see where we could be going,
• Make training more effective. SofterWare accomplishes this through a formal training program and having new reps shadow more experienced reps in the service center.
Details on how SofterWare implements each of these best practices appears in the August issue of Customer Service Newsletter.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.