How to brainstorm quality insights during a customer service meeting

Alistair Roque Published on February 3, 2015

How-to-brainstorm-quality-insights-during-a-customer-service-meeting--Open-Access-BPO--Call-center-in-the-Philippines
Meeting with your staff to discuss ways to improve customer support is one way of making every member of the organization actively involved in the implementation of your customer service strategies. There are many ways you can get your in-house staff or the agents from your call center in the Philippines excited about being part of this vital group session. Your goal must be to take advantage of the opportunity by processing all possible insights from the same people who run your daily operations.

Conducting a brainstorming session is a good way of soliciting as many different ideas and opinions about a specific customer care issue as possible. Your focus at this point isn t really on the depth of the discussion but rather on the quantity of useful ideas you can extract from your workforce.

Starting things right

How-to-brainstorm-quality-insights-during-a-customer-service-meeting

In order to motivate your employees to actively participate in your meeting, they must realize how important the issues are to them and to the organization. It s frustrating for them to attend a meeting where they are unable to contribute ideas because they don t have anything to say about the topic. Introduce issues that affect everybody s function in the organization, and explain how resolving them now can later impact their ability to deliver excellent customer service.

Avoid making anyone in the group feel unwelcome. Your customer support employees must be aware from the beginning that everything they say will be received without any judgment. The main purpose of brainstorming is to lay all possible ideas and suggestions on the table without having to decide whether those insights are good or bad. Rejecting ideas early in the discussion can discourage people to continue contributing, so evaluating the quality of their contributions must be done at the end of the brainstorming session.

Generating ideas from the willing and unwilling

In any group discussion, there will always be people who talk less than the other members. As a facilitator of a collaborative meeting, you must emphasize that it s important for everyone to speak up. Rather than asking the less talkative members to think of new ideas, you can ask for their ideas on the general issues that were already brought up in the meeting. Some employees just need some push before becoming willing to share their opinions.

How-to-brainstorm-quality-insights-during-a-customer-service-meeting-

Facilitating a brainstorming session isn’t just about listening and reminding people to speak up. You are also supposed to intervene when things go out of hand. For example, if there are people whose personality intimidate others or limit their opportunity to share ideas, you might need to manage the speaking time allotted for each member. If there are members who are more talkative than others, you can politely say that you are also interested in hearing what the quieter ones have to say before giving others the chance to speak.

The secret to a successful brainstorming meeting is giving members a liberal amount of time to express their thoughts. Your employees have several ideas in their minds that are just waiting to be heard. By taking time to focus on the really important issues and building on each one of them through opinion sharing, you can make the most out of your customer service meeting with your employees.

Join us on facebook
Open Access BPO 6 days ago
Aside from the location advantage, the 𝐏𝐡𝐢𝐥𝐢𝐩𝐩𝐢𝐧𝐞𝐬 𝐭𝐡𝐞 𝐦𝐨𝐬𝐭 𝐥𝐮𝐜𝐫𝐚𝐭𝐢𝐯𝐞 𝐝𝐞𝐬𝐭𝐢𝐧𝐚𝐭𝐢𝐨𝐧 𝐟𝐨𝐫 𝐦𝐮𝐥𝐭𝐢𝐥𝐢𝐧𝐠𝐮𝐚𝐥 𝐜𝐚𝐥𝐥 𝐜𝐞𝐧𝐭𝐞𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 in Southeast Asia because of these Filipino qualities:
• neutral accent;
• multilingual proficiency;
• dedicated work ethics;
• resilience and adaptability; and
• close affinity with Western cultures.

Read: https://buff.ly/47sGAKD

----------
Partner with a #CallCenter with strong #CustomerExperience expertise: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CustomerSatisfaction #CSat #CX
Open Access BPO 7 days ago
𝗙𝗼𝗿𝗲𝗰𝗮𝘀𝘁𝗶𝗻𝗴 𝗮𝗰𝗰𝘂𝗿𝗮𝗰𝘆 is a valuable metric to determine the challenges your #CustomerSupport team will face.
It allows you to manage your team and distribute the workload accordingly, paving the way for an efficient operational output.

Read: https://buff.ly/3R0VCk2

----------
Effective employee and ops management ensure high #productivity for optimal 24/7 coverage.

So, only partner with an #outsourcing specialist with robust and foolproof ops strategies that will make your brand soar: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
Open Access BPO 7 days ago
Creating culturally diverse teams in #CallCenters is not just a moral imperative but a strategic advantage.

Here are 6 more compelling reasons for ensuring #CulturalDiversity in the workplace: https://buff.ly/3MYaCO6

----------
Choose an #outsourcing partner with diverse teams and cultures:
OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#diversity #inclusitivity
Open Access BPO 8 days ago
This expansion is a strategic move that signifies a major milestone in 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢's continuous growth and dedication to serving its expanding international clientele.

It enhances the company's capacity to manage additional programs, grow its teams, and create job opportunities for Davao-based

more via KRON 4 News
https://buff.ly/3sVKUD7
Open Access BPO 8 days ago
𝐀𝐫𝐞 𝐡𝐮𝐦𝐚𝐧 𝐜𝐨𝐧𝐭𝐞𝐧𝐭 𝐦𝐨𝐝𝐞𝐫𝐚𝐭𝐨𝐫𝐬 𝐬𝐭𝐢𝐥𝐥 𝐧𝐞𝐜𝐞𝐬𝐬𝐚𝐫𝐲 𝐢𝐧 𝐭𝐡𝐞 𝐦𝐢𝐝𝐬𝐭 𝐨𝐟 𝐚𝐥𝐠𝐨𝐫𝐢𝐭𝐡𝐦-𝐩𝐨𝐰𝐞𝐫𝐞𝐝 𝐝𝐢𝐠𝐢𝐭𝐚𝐥 #𝐂𝐨𝐧𝐭𝐞𝐧𝐭𝐌𝐨𝐝𝐞𝐫𝐚𝐭𝐢𝐨𝐧 𝐭𝐨𝐨𝐥𝐬.

It's humans vs algorithm in this blog post! Read all about it now: https://buff.ly/3uybgeN

----------
Outsource content moderation and other business or knowledge process needs: buff.ly/3sJxKJl

#WeSpeakYourLanguage
Open Access BPO 9 days ago
#CallCenter Team Leaders drive progress and ensure exceptional #CustomerExperience.

Want to unlock the secrets to becoming an extraordinary leader for your team?

Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/3G7P2Dc

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: https://buff.ly/47MoEKX

#WeSpeakYourLanguage
Open Access BPO