5 Critical resources your customer support reps must have access to

5 Critical resources your customer support reps must have access to

Faith Ocampo Published on February 10, 2017Last updated on February 8, 2022

Call center agents work with information all the time. To provide relevant and accurate answers to customers’ queries, they must be fully knowledgeable about a brand’s products and services.

OABPO customer support representatives thinking

If you’re getting recurrent complaints from dissatisfied customers, that could be a sign that your agents aren’t doing their jobs well. This underperformance is often caused by a lack of knowledge about your policies, products, and services. Left unaddressed, these gaps hamper agents’ abilities to deliver an excellent customer experience.

The solution, therefore, is to equip your employees with the information they need to successfully carry out their customer support tasks. One way to do so is to give them access to the company’s documents and databases. This way, they can easily retrieve the details they’d need to solve issues and answer queries.

Here are the five critical information resources they must be given access to.

  1. Training materials

    customer support representatives smiling reading in OABPO call center
    Your call center’s training resources may come in many formats, including handouts, presentations, reports, or guidelines. Some organizations also make use of multimedia resources like videos, photos, and web pages. Be sure to organize these documents and enable your agents to access them. For this, you may use a cloud storage or an online collaboration platform from which users can download the files they need. This would let your agents review previously discussed topics and verify information they may have forgotten or missed.

  2. Customer support guidelines

    busy customer support representatives
    Many customer support providers strictly implement their policies and protocols. To standardize the type and quality of services they provide to clients, they ensure that all guidelines are being followed by everyone in the company. If you have too many rules, however, your agents may lose track of some of them.

    Thus, you must disseminate a copy of your company policies to all your contact center reps. This way, they won’t have any excuse as to why they failed to comply with them.

  3. Product database

    customer support representatives in a call center
    It’s important to have a database that contains all the information related to your products and services. A centralized platform for storing all these resources can be a great help to agents. From here, they can learn more about a brand’s offerings and retrieve manuals. All these can help them solve complex issues and provide accurate answers to customers’ questions.

    As you build and maintain such a database, however, make sure to work with your IT team or an external IT solutions provider to keep your data safe from any threat.

  4. Performance feedback and evaluation

    customer support representatives looking at laptop with red glasses
    Regularly providing your agents with feedback and suggestions can greatly boost their performance. It’s a lot better if you can also show them their actual performance ratings based on the metrics you’re measuring. If your call center reps know where they’re excelling and failing, they’ll be able to enhance their skills to achieve the company’s expectations.

  5. Consumer research results

    customer support representatives working in call center
    Although you might want to keep your market research results accessible only by the executives and marketing directors, it may be helpful if you’ll share some parts of it with your customer service reps. For example, you may let them know about the market’s preferred customer support style and strategy. This can help them provide the kind of customer experience that consumers expect.

 

Read More

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO12 hours ago
With the #ecommerce holiday shopping rush comes the armies of customers with their purchases and inquiries.
In the middle of all this, your brand needs to make both them and your team happy.

Here's how you can strike the right balance between ๐—น๐—ฒ๐˜๐˜๐—ถ๐—ป๐—ด ๐˜†๐—ผ๐˜‚๐—ฟ ๐˜๐—ฒ๐—ฎ๐—บ ๐—ฒ๐—ป๐—ท๐—ผ๐˜† ๐˜๐—ต๐—ฒ ๐—ต๐—ผ๐—น๐—ถ๐—ฑ๐—ฎ๐˜†๐˜€ and ๐˜€๐—ฒ๐—ฟ๐˜ƒ๐—ถ๐—ป๐—ด ๐˜†๐—ผ๐˜‚๐—ฟ ๐—บ๐—ผ๐˜€๐˜ ๐—น๐—ผ๐˜†๐—ฎ๐—น ๐—ฐ๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐˜€: https://buff.ly/3ur1Q1o

----------
Ensure your customers' needs are met with a trusted #CustomerService expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
CustomerService #CustomerExperience
Open Access BPO
Open Access BPO13 hours ago
Failing to meet customer expectations may be your goal, but there are unforeseen and unavoidable instances that cause you to fail.

Here are 4 basic steps of a business #CustomerSupport strategy when facing mishaps: https://buff.ly/3iDVQQr

----------
Start your journey to a better #CX with a #CusomerExperience expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
As much as your brand wants to give your customers a great experience, there are times when you really have to say no to their requests. For #CallCenter agents who are trained to always delight the customer, having to say "no" can be difficult.

Here are 5 tips for letting down your customers gently without ruining their entire #BrandExperience: https://buff.ly/3VuHqR6

----------
Choose an #outsourcing company that values customer service and brand retention: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CallCenterTips
Open Access BPO
Open Access BPO3 days ago
The holiday season is one of the busiest times for most businesses and deal-seeking consumers.

Between the onslaught of online shoppers, the potential issues you might run into, and possible internal concerns, is your brand ready to handle the holiday rush?

Here's how outsourcing can ensure a satisfying #CustomerExperience during the holidays: https://buff.ly/3XTgDzB

-
-
โ€ข How a 24/7 Call Center Handles a High Call Volume During the Holidays
https://buff.ly/3B9bkCq

โ€ข Outsourcing to Beat the eCommerce Holiday Shopping Rush
https://buff.ly/3FqlDEC

โ€ข UI Tune-Up: A Customer Service Must-Do for the Holidays
https://buff.ly/3XYPiMj

โ€ข 5 Ways to Boost Customer Satisfaction This Holiday Season
https://buff.ly/3FooIoE

โ€ข 4 Major Flops that Could Happen Over the Holidays
https://buff.ly/3FmdfWL

โ€ข How Can Philippine Call Centers Motivate Agents After the Holidays?
https://buff.ly/3XOlmmd

โ€ข Top Five Business Tasks To Outsource During The Holiday Season | via Forbes
https://buff.ly/3B9bkSW

----------
Partner with a #multilingual #CX expert trusted by global brands for their 24/7 support: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#ecommerce #OnllineRetail
#OnlineShopping #HolidayShopping
#CustomerSupport #CustomerService
Open Access BPO
Open Access BPO1 week ago
If you think it has become harder to make your customers happy these past couple of decades, you're right.

Here are the 5 reasons why making customers happyโ€”and keeping them that wayโ€”has become an even more demanding task: https://buff.ly/3APNZFN

----------
Start improving your customer retention and brand loyalty: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CX #CustomerExperience
Open Access BPO
Open Access BPO2 weeks ago
#BlackFriday and #CyberMonday are the biggest holiday shopping events in the US, with millions of consumers eagerly waiting to snatch up season-exclusive discounts and special deals.

To provide the best #OnlineShopping experience possible, #ecommerce brands and their outsourced support teams spend months devising #CustomerSupport strategies.

Here are a few notable stats about these shopping holidays.

#WeSpeakYourLanguage
Open Access BPO