How would you deliver products and or services to customer

Question

service specifications within an inbound call centre?

Answer 1

You'll need some best practices to start with as a guide.

You'll need some quality analysts trained on your company policies listening in on the conversations your reps have with your customers. They can identify the areas that need improvement or where the script needs to be tweaked. They interact closely with the marketing people to make sure that all the reps are on same page as far as product knowledge and branding are concerned. They can also help weed out the people who are not suited for that type of work. You don't want frustrated phone reps showing their own emotions on the phone. You want them to deliver the company message in a way that fits into the companies overall marketing strategy.

Good luck.