Connect with us

Management

What Can Group Discussions and Mock Practices Teach Your Live Chat Agents?

call centre

The implementation of live chat software is a great step forward towards improving your customer service. However, the initial training that customer support agents receive is not enough for reaching the best performance. Over time, organizing monthly group discussions and mock practices is necessary to enable your customer support team to move forward and achieve better results.

If you are thinking of improving your live chat customer support through group discussions, these are the things that your customer support agents will become better at.

How to communicate properly?

Yes, the initial training includes all the guides on how to communicate with your customers, however, there is no magic formula that always gets the job done in the best way. With time and practice, all of the agents will pick a specific approach to communicate with clients. Some approaches are for the better, whereas others are for the worse. The group discussion will allow those who excel in the field of customer communication to share their best practices.

Through improved communication practices, your customer support team will be able to increase customer satisfaction, which is necessary for the long-term well-being of your company.

How to handle multiple chats simultaneously?

This is an issue that many live chat agents struggle with in the beginning. However, group sessions can include practicing as well, where agents can simulate circumstances when someone is contacted by several customers at once.

Through mock practices, all of the live chat customer support agents can become significantly better. Practice is important for a variety of business processes, and customer support is no different. With mock practices, you can expect your customer support team to become much more effective, as they are going to become better at communicating with several customers simultaneously, getting more work done for the same period of time.

What is the best approach of probing customers?

Communicating with people is a challenging task, as every single person that shows up in the live chat software is going to be different. However, with a thorough investigation, all of them can be separated in several groups. The result is going to be a specific approach to every single group of customers.

One of the problems that many live chat agents face is creating a natural conversation that will allow them to acquire crucial information for resolving the issue. However, by sharing their experiences, the team can show examples of the probing techniques they are using. Over time, this will enable every customer support agent to become much better at probing users, allowing them to resolve issues much faster.

How to apply the methods of the best live chat agents?

No matter how great your team functions as a whole, there are always going to be agents who simply perform much better than others. The simple reason for this lies in the fact that some people are passionate about customer support and have great communication skills they actively worked on, which helps them perform better than the other team members.

Organizing group discussions is a perfect setting for the best performing agent to share his best practices. This will allow the whole group to move forward, owing to the fact that the rest of the team will adopt some of the practices that the best live chat agent uses.

To give more incentive, find a way to reward those who are the best. It will make it easier for them to share their knowledge with the rest of the team.

How to handle online “trolls”?

This is an issue that is present in all types of industries, and it appeared with the immense popularity of the internet. No matter what business you are in, your live chat customer support agents will face problems with these people sooner or later. This is usually performed by the teenage population, but also by those who are bored and want to have fun.

However, people who do this do not realize that they are speaking with an actual person, and in some cases, the live chat agent can become quite distracted due to the emotions he or she is feeling.

Luckily, organising group discussions will allow the customer support team to devise techniques for dealing with these types of situations. With an appropriate approach, the customer team will become skilled with better ignoring these types of situations, thus helping them stay focused on helping the actual customers who need assistance.

How to be a true team player

Regularly organizing group activities is a perfect way to bring people closer. You can expect your customer team to understand how important knowledge sharing actually is and how it can help them become better agents in the future. Furthermore, sharing ideas, examples and solutions is the perfect way of making the team members feel like they belong to a group working towards the same cause, making them invest themselves more every single time a group meeting is organised.

Becoming a team player is not natural for many people, but with organizing mock practices and group discussions, your whole customer support team will learn how to share and work together on improving their efficiency.

All these things show that organising group discussions and mock practices are a great approach that will make your team become much versatile and ready to quickly solve many customer support requests at once.

Conclusion

Having live support software is not enough without a team of people who do not how to take the most advantage of it. Through group work, your team will continuously become better. If you haven’t yet started organizng mock practices, it’s time to start doing so. I guarantee that you will love the result.

We wish to thank Robin is a Technical Support Executive at ProProfs for his contribution.

BusinessArticles is the popular online Hub for quality business articles. We publish unique articles and share them with our social followers.

Continue Reading

Management

Business Tips You Need To Know As a Small Business Owner

good bad

There are various strategies that business owners embrace to stand out in the market. From staying focused, getting creative, and finding ways to surpass competitors, these strategies boost businesses to greater lengths.

When it comes to operating a small business, you need to adopt a flexible approach as customers build trust with you. Thankfully, due to an upsurge of digital commerce platforms, it is much easier to get valuable business tips online. Let’s discuss some prominent business strategies you should consider for repeat success.

6 Tips For Growing Your Small Business

Make Realistic Goals

The biggest hindrance that pulls down businesses is lack of practical objectives. Sometimes, in the excitement of a new business, owners come up with huge, unattainable goals. The best approach to use is to break down your progress in a matter of months and years. For instance, you can forecast the number of followers you want to attain on your Facebook page after a month, one year, or even a decade. When you understand what you want to achieve, it is easier to navigate your business operations as you pursue it.

Concentrate on Your Strengths

There is a history of companies using different approaches to success. The strategy may work better with big companies that can afford diversification but may fail with small enterprises. As a small business manoeuvre through the growing process, it is wise to concentrate on one thing at a time.

Remember that each specialization costs money, for example, you will need to invest in marketing and advertising and if relevant, also branding and packaging. The best thing to do is to focus on a profitable niche and work around it for your breakthrough.

Understand the Legal Requirements

In any business, there are various government rules stipulated based on size, industry, and location. There is a high chance of facing heavy penalties if one fails to follow the rules to the letter.

The laws start from the business launch where you have to register with the state. You then have to pay your taxes on time and keep records. When you start hiring your employees, there is also a list of regulations that you must follow to protect both of you.

Keep in mind that as your business grows, some of your workers may violate some of these laws. For example, by illegitimate means, they may try to embezzle funds from your company. In such situations or any other instances that involve the law; your business will benefit from engaging a reliable lawyer to handle it for you.

Learn to Delegate

As you start running your business, you may find it convenient to handle all departments. However, as the business thrives, it is a struggle to balance everything without burning out.

When you are not in the right state of mind, you may not manage to push your business to the success you desire. As a result, your reputation may get affected as you head to losses. That’s the worst mistake for any type of business and especially a growing one.

As a business entrepreneur, you should introduce a tradition of effectively giving instructions to your juniors and partners. By using that approach, your business will progress well, even in your absence.

Surround Yourself with a Reliable Support System

As a business owner, operations may isolate you from what is happening around in the market. The main focus of keeping in touch with other business owners within your niche is to share in-depth information beneficial to all. From such interactions, you may learn the techniques they used to enhance their operations.

Sometimes, you can also seek advice on the best suppliers or vital documentation processes when branching out. Do not fear to share your failures with dependable people who can help you out. It might not be easy to get time to network, but if you manage to maintain trustworthy contact, your business will thank you for that.

Strive to Satisfy Your Customers

As much as you invest immeasurable time and money in your business, without customers, everything is a waste. A happy customer will always come back and refer to others. For a satisfying experience for all, you should initiate fulfilling approaches in all departments. Start by coming up with a customer care desk that handles queries and complaints.

Take advantage of online platforms to reach out to your old and potential clients. You can also get out of your comfort zone and introduce creative and amusing ways to attract more clients. For instance, if you are running a hotel, you can give discounts on specific menus or introduce a happy hour.

Make it a habit to follow up on your customers and confirm their satisfaction with your services or products. In the end, your customer-focused approach would pay off as you significantly reach out to please them.

Did you enjoy our exhaustive guidelines on how to run your small business effectively?

Follow our future advice on how to enhance your business while avoiding grave mistakes within your industry.

Continue Reading

Management

Wise Words Before Starting A Business

high five

Preparing yourself for a new role business is vital. There is no room for ‘winging-it’ even when it’s your own company! First impressions matter most, so you’ll want to hit the ground running with the wisdom, education and right mindset to face off the many challenges that will come your way. To top it off, you will need to know how to navigate your startup during tough trading times like an economic recession or pandemic!

Rather annoyingly, no one set rulebook can help you with starting a business, and there’s no blueprint to follow as no entrepreneur’s journey is ever the same.

Despite all that, there are things that many business people wish they knew before embarking on such an endeavor. In this article, we give our wise words on can make the difference between taking the straight or winding road to success with a new business.

Money Isn’t Everything

While it’s possible to get by without sound financial acumen, it’s really not where you should want to be when you’re the owner of a business. Even if numbers don’t come naturally to you learn and appreciate the financial statement and other important metrics like profit and loss. When you are competent with the balance sheet of your startup, you can dig deeper and know exactly what it is going to take to make your startup stable. For example, cash flow is king – not capital. Many early businesses have been able to raise a sizeable amount of investment and grow the revenue, but despite this, these businesses have eventually failed.

Cash flow keeps the wheels turning in a business

With ample working capital derived from cash flow, you can focus on improving the business while your team works in it.

Strategic planning to avoid troughs and peaks that threaten your service levels and thus, business reputation is an example of working on the business.

Worrying about money is detrimental to productivity, and with great cash-flow, workers are paid, marketing continues, sales go up, and your business can go from surviving to thriving.

Get An Education

Just like with money – education isn’t everything, but it will give you the confidence to make the right business decisions. Business is no walk in the park. You will need to arm yourself with skills and in areas that are currently foreign to you. Formal tertiary degrees and courses, provide the foundation from which you can grow as a business manager.

Education provider, Victoria University Online say it takes less time to get an MBA when you do it online. These courses can either give you an overview of the business to enable you to be competent and confident with all aspects of the business. Alternatively, you can choose to study a specification so that you can get expert insight and understanding into a more focused department, such as finances and leadership.

It’s also a good idea to learn some of the key skills and characteristics that many businesspeople have, such as critical thinking, problem-solving skills, and good communication.

Shouldn’t Be Work All The Time.

It can be tempting as a business owner to put all your energy into making your business a success; however, putting in over 12+ hours a day can be detrimental as it may mean you’ll suffer from burnout.

Burnout will make you extremely unproductive and can force you to make bad decisions, so you must get that right work/life balance. Working fewer hours, or appropriate hours, will help you streamline your operations and make you more efficient, and a good way to do that is through various automated software.

Separate Yourself From The Business

Business owners at some stage look to move on, and thus they have an ‘exit plan’ to sell up. Knowing how to, and when to start to ease back, so the business is a valuable asset for sale without them in it is challenging, and this is when an exit strategist is required.

Your exit strategy should be part of your overall business plan and thus from the first day onwards you’re aware that you’re not the business but an employee and shareholder within it. Are you inspired to forge ahead with a startup? See our inspirational quotes.

Continue Reading

Management

4 Tasks That Your Business Should Outsource

welcome

With every period of business growth, there is more to do. Often a growth spurt can take a business owner by surprise and leave them with too much to do, and not enough time to do it.

Existing personnel are expected to take on tasks and responsibilities outside their comfort zone, and maybe you too need to upskill in areas you’ve got little hands-on experience, just to get the job done. What a recipe for ‘mountains of stress’!

Almost half of all entrepreneurs are taking too much on, and Gallup Wellbeing Index says it the women who are reporting their stress more than men. Hence, it’s hard to say which gender is better at delegation.

While there’s no single solution, mainly if the growth spurt is unpredictable, outsourcing tasks to third parties can lessen the strain on management. You may not need to use third party providers and being locked into lengthy service contracts instead look at a more flexible workforce.

Delegating appropriate tasks to freelancers or external teams allows you to focus on doing what you do best – and what makes you happy. This is leadership.

Managing everything in-house is unrealistic for most businesses today. However, some tasks require your special touch. It’s those that are too tedious, complicated or expensive that you’ll benefit from outsourcing. Here are four such functions.

Marketing

There are several reasons to outsource marketing. Working with the right agency can give you a fresh perspective that’s backed up by professional insight. It will also be easier to scale up your efforts, not to mention lower overhead expenses.

Moreover, you can gain access to the latest technologies to improve efficiency and achieve more significant results, and this is especially valuable for smaller businesses that aren’t familiar with current digital trends in marketing. You can gain a significant competitive advantage by implementing a digital strategy that’s developed by experts.

Admin

In a whitepaper by Harris Poll, staff spend an average of 40% of their day handling administrative tasks. Most of it involves repetitive, menial activities that can be done by someone else for a fraction of the price. This includes data entry, document management, travel arrangements, inbox organization and proofreading.

Thanks to websites like Upwork, Fiverr and Guru, you can easily find a freelancer to do these things for you. The key is to pick someone who you can rely on to do the job right. This guide details where to start in the selection process.

Legal

As you may be aware, in-house lawyers aren’t cheap. But if you want the peace of mind that comes with knowing your business is compliant with all relevant rules and regulations, you need to have access to legal expertise. This can spare you the (much higher) cost of running into a lawsuit or another unforeseen legal issue.

These days, you can access legal services through online marketplaces like Avvo and UpCounsel, while Rocket Lawyer and LegalZoom provide legal documentation

Human Resources

Every new employee increases your human resource responsibilities exponentially, so it’s a good idea to consider hiring outside help. Plus, several risks come with being unable to keep up with the demands of human resources, such as failing to make payments and file documents on time, not to mention hiring the wrong employees.

Outsourcing to a provider can ease the load and reduce your risk. Depending on your circumstances, you might not need to ship off everything. For example, a payroll company can process compensation while you handle the rest.

Conclusion

Businesses need to be more nimble to survive recessions and staff up when business demands it. Also, make sure you’re not overloading yourself with mundane jobs. Think carefully about the tasks that take up most of your time and outsource some jobs.

Continue Reading

Trending