Metriken Integrated Business case study on basic call center training consulting: best practices for improved customer service and satisfaction
A leading supplier of construction material in Chennai, Tamilnadu
The company has a small customer service division with agents not adept at handling on call customers. Client received negative feedback from customers about long wait time, poor product knowledge, lack of empathy, and poor call handling skills. Client wanted to improve the customer service division’s performance realising the impact the poor service had on business.
Call center consulting ensures that your business meets and exceeds customer expectations from customer service team. With Metriken’s experience in providing consulting services, client adopted innovative process to improve call center performance. There was a need to enhance employee skills, equip them better to handle customer needs, decrease wait time, and build brand loyalty. Without overhauling the present set up our expert consultant suggested
Metriken Integrated Business advised measures to optimise call center processes to support long term organizational growth and customer-client relationship
Client realised the importance of hiring an expert trainer immediately to implement corrective measures while the team members attended calls. This approach minimised the number of irate customers and had less impact on operations. A comprehensive plan to improve employee performance is being worked on simultaneously.