Up-to-date customer service agent who is well informed and has knowledge about the product and company structure is the real asset for your Contact Centre.
You are under constant risk of losing business if your agents don’t know the ins and outs of your product. If they are aware of the points mentioned below about your business, then they are awesome, and you should know it!
- Company hierarchy
It is not possible for a contact centre agent to have answers to every question they get asked on the tip of their tongue, and those who take the initiative may not have the required authority to close the deal over the phone.
Thus, they should know the company hierarchy and contact the person with the desired credentials for handling such tight situations.
- Sufficient information regarding the product
Your agent may not be a technical genius but should have knowledge about the working of your products. You should provide your agents a list of FAQs for answering fundamental questions related to your products.
This practice enables them to make a good first impression in front of your customers, and ultimately it makes your company look good.
- Latest offers and sales
Agents should have prior knowledge of any promotional offer or sale provided by the company. If they are unable to provide the verification of that promotion to the customer, it will make them less likely to trust your business.
Hence, they should know how to maintain proper communication between the marketing and sales departments.
- Keeping tabs on product pricing
As agents talk to your customers directly, they should be the first one to know about any changes in the pricing of the product. Make it a habit of providing your sales team a dynamic price list and update that list whenever the price of the product changes.
Agents who check the list every time a customer asks for the price of the product are the deciding factor in the growth of your business.
- Fostering a relationship with the customer
Agents can save a lot of time if they transfer a long-time client to a representative who has information regarding the customer’s buying history.
It will facilitate the representative to bond better with the customer and provide the exact solution they are looking for quickly and more efficiently as the representative will know how the customer prefers to communicate and how they react to various situations.
Agents with the ability to make quick decisions can help your company cultivate long-term, friendly and profitable relationship with your clients.