At the crossroads of Human Resources and Marketing stands a principle according to which the attention the company pays to its employees is symmetrical to the quality of the relationship it maintains with its customers.
This concept is not new, yet it has made a comeback in recent months and is inspiring more and more companies, particularly in the customer relations sector.
Decryption with Nixxis!
1. The job of customer advisor is not a dream job…
Before working for one of the leaders in outsourcing, I was convinced that working in a call center was either:
– A waiting job intended for students, part-timers or other people looking for experience
– A food job
– A punishment…
I didn’t understand how anyone could decently choose to spend their days with a phone attached to their ear, being insulted by disgruntled customers.
Suffice to say that my first immersion in dual listening quickly brought my feet back to earth.
Not only is this position not the siding that I had imagined, but I am going to go even further, it is full of motivated talents happy to put their skills, both professional and human (and God knows it in need) in the service of the brands they represent.
2. Improve the image of Customer Relations
I therefore questioned this a priori that I shared with many people around me. Whose fault is it?
Long undermined by poor quality customer service and lawless telemarketing operations, the Customer Relations sector does not have a good press. Yet between stricter regulations and the need for differentiation in a multi-competitive market, companies have understood the importance of pampering their customers. Today, they appoint Customer Experience directors, compete to be elected Customer Service of the Year and invest in solutions that allow them to improve their quality of service.
The cost of acquiring a new customer is such that many companies choose to defer part of their Business Development budget to Loyalty in order to limit churn and capitalize on their active portfolio. Whether they are attached to Marketing or a full service, Customer Relations teams are developing and although productivity KPIs are always closely monitored, they are no longer the only variables of interest. Voice of the customer, CSAT, NPS… Customer satisfaction is paramount.
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specific terms related to contact centers?
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3. What place for humans?
Encrypted data is no longer enough. They must be supplemented by feeling and on this point, only humans make the difference.
If we do the exercise and try to remember our last interaction with customer service (regardless of the channel), what comes to mind? The Average Treatment Duration? I doubt it… On the other hand, if the person who handled our request was friendly, attentive and gave good advice, it’s a safe bet that it’s this advisor who comes to mind. His professionalism perhaps even managed to make us forget the 3 minutes of hold music that preceded the exchange.
4. Symmetry of attention applied to customer relations
The customer advisor is the face of the company, the link that links you to your customers. It should not be neglected. Quite the contrary!
If you want him to be one of those people who is remembered and who makes a difference, you must give him all the attention he deserves.
This attention obviously requires human, managerial and financial recognition. But also by everything you put at their disposal to make their mission more pleasant because, let’s not forget, even if your teams are thriving, the working conditions on a set are not the most attractive: sedentary lifestyle , noise pollution, monotony…
5. And Nixxis in all this?
The concept of symmetry of attention must obviously be supported by HR and management. However, the choice of your tools is a differentiating element that should not be underestimated.
At Nixxis, we attach great importance to the ergonomics of our solutions, in order to provide your advisors with a simple and practical interface. Avoiding double entry, unnecessary manipulations, easily interfacing with other business tools, automating repetitive actions without added value… So many challenges that drive us to help your agents focus on the essential: your customers!
As you will have understood, the world of customer relations is evolving positively and should attract more and more gems. So if you want them to join you, pamper them, they will return it to you a hundredfold!
Scoop: in 2023, Nixxis is going even further in equipping your teams with an offer that improves comfort.
Stay tuned, we’ll talk to you soon.
#IA