This article “Will More Skills Training for Call Center Agents Improve Customer Service?” by Mary Clarke raises a good question. With phone being the preferred channel of service*, customer support over the phone is critical to delivering exceptional customer service.
At On Call Centre we hold 44 years of experience providing inbound telephone call answering services and inbound call centre services . While skills training is important, we believe that hiring customer service representatives to perform customer service-only activities is the driving force behind delivering exceptional customer service. This is because the skill set required to deliver customer service is entirely different than the skill set required to deliver outbound telemarketing and telesales services. For this reason:
We employ career-minded customer service representatives for inbound answering services and call centre services. What this means is that our people are experienced in the soft skills needed to provide customer service.
We employ fluent English-French bilingual customer service representatives. This allows customers to speak in the language of their choice, which goes the extra mile to deliver an exceptional customer experience.
We provide 24/7/365 answering services and call centre services. Furthermore, we answer every call—no calls go to voice mail. Every one of our clients’ customers’ speak to a live customer service representative to get the assistance they need in a timely manner.
We’ve been providing answering services and call centre services for our clients located in Ottawa, Montreal and Toronto—and throughout Canada—for 44 years. If you’re looking for an inbound answering service provider or inbound call centre service, we welcome the opportunity to talk with you.
In the meantime, here’s a link to Will More Skills Training for Call Center Agents Improve Customer Service? that appears in CallCetre.co.uk, in case you’d like to read the article mentioned in this blog post. (NOTE: As of February 20, 2019, this article is no longer accessible.)