Encourage your customer support reps to be more creative

Faith Ocampo Published on December 13, 2016

female call center agent holding glowing light bulb

Working as a customer support rep may seem like an unglamorous way to make a living. This job is often dismissed, though wrongly so, as dull and repetitive.

Worse, even call center managers make the mistake of looking at customer service jobs this way. Thus, encouraging creativity among frontline agents is often at the bottom of their priority list. In most cases, they may even curb creativity by imposing strict call handling procedures, preventing agents from customizing interactions as they see fit.
This management approach can be detrimental for your organization. It impedes critical thinking and hence blocks business growth.

In contrast, a recent study showed that employees’ creativity (or what the researchers called “service creativity”) enhances customers’ perception of brands.
To verify this, the researchers gathered data from 3,550 customers and 380 hairstylists across 118 hair salons in Taiwan. As they observed interactions in the salons, they found that customers positively rated stylists who recommended new, tailored haircuts to them.

brilliant call center agent This proves that creative employees can enhance customer interactions in unique ways, and it’s true not only for the service sector. Companies in other industriesโ€”be it retail, travel, healthcare, and othersโ€”can use this insight to improve their customer support delivery. Here are the four things only creative brand representatives can do.

1. Delight customers in unusual ways.

excited man making phone call

Ecommerce company Zappos is widely recognized as a customer experience leader. Its CEO Tony Hsieh describes his firm as “a customer service company that just happens to sell shoes.”

Zappos fosters an organizational culture that empowers employees. They implement few, if any, call handling rules. This lets agents decide on how best to please customers, even if they must go to great lengths to do so. For example, they can stay on the phone for hours, send greeting cards to clients, and even replace defective items for free.

Building a work environment that allows agents to make independent decisions can do wonders for your brand. This way, agents can freely use their own judgment and execute original ideas to make your clients happy. In the long run, this lets you establish meaningful relationships.

 

2. Solve problems in more efficient ways.

thinking customer service representative biting pen

If you’ve ever dealt with a stubborn issue you can’t seem to eliminate, you may be lacking a sense of inventiveness. Critical and creative thinking can help you find unconventional solutions to difficult problems.

In fact, there’s a process called creative problem solving. It’s an umbrella term for several approaches that can be used to form fresh ideas. By applying these methods, you can generate more effective and smarter solutions to organizational issues. This lets you improve your customer support and other processes.

 

3. Build a unique business strategy.

business team meeting planning around post it notes

Today’s marketplace is teeming with numerous brands, products, and services competing over people’s approval. To stand out, you should fuel your employees’ ability to innovate.

An organizational culture that promotes creativity can trigger business growth and help you establish a unique selling point. This is especially crucial for customer service firms, as they directly communicate with a brand’s clientele. If you can come up with an original support strategy, you can enrich the customer experience in ways never seen before.

 

4. Increase employee engagement.

happy coworkers laughing in office pantry

Creative thinking is a collaborative process. The best ideas emerge when employees huddle together to brainstorm, criticize suggestions, and work on a problem as a team.

Increasing workplace interaction fortifies employees’ bonds with one another and boosts engagement. For contact centers, this can help lower attrition and turnovers.

 

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 10 hours ago
๐—”๐˜ ๐˜๐—ต๐—ฒ ๐—ต๐—ฒ๐—ฎ๐—ฟ๐˜ ๐—ผ๐—ณ ๐—ฒ๐˜ƒ๐—ฒ๐—ฟ๐˜† ๐—ฒ๐˜…๐—ฐ๐—ฒ๐—ฝ๐˜๐—ถ๐—ผ๐—ป๐—ฎ๐—น #๐—–๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐—˜๐˜…๐—ฝ๐—ฒ๐—ฟ๐—ถ๐—ฒ๐—ป๐—ฐ๐—ฒ ๐—ถ๐˜€ ๐—ฎ ๐—ฟ๐—ฒ๐—บ๐—ฎ๐—ฟ๐—ธ๐—ฎ๐—ฏ๐—น๐—ฒ ๐˜๐—ฒ๐—ฎ๐—บ ๐—น๐—ฒ๐—ฎ๐—ฑ๐—ฒ๐—ฟ ๐˜„๐—ต๐—ผ ๐—ธ๐—ป๐—ผ๐˜„๐˜€ ๐—ต๐—ผ๐˜„ ๐˜๐—ผ ๐—ถ๐—ป๐˜€๐—ฝ๐—ถ๐—ฟ๐—ฒ ๐—ฎ๐—ป๐—ฑ ๐—ฒ๐—บ๐—ฝ๐—ผ๐˜„๐—ฒ๐—ฟ ๐˜๐—ต๐—ฒ๐—ถ๐—ฟ ๐˜๐—ฒ๐—ฎ๐—บ.

This week's #LinkRoundup lists down the ways #CallCenter leadership is instrumental in developing #CustomerSupport that empowers #CX for brands: https://buff.ly/3tfmzbq

โ€ข ๐—›๐—ผ๐˜„ ๐—š๐—ฟ๐—ฒ๐—ฎ๐˜ ๐—Ÿ๐—ฒ๐—ฎ๐—ฑ๐—ฒ๐—ฟ๐˜€๐—ต๐—ถ๐—ฝ ๐—–๐—ฎ๐—ป ๐—›๐—ฒ๐—น๐—ฝ ๐—ฎ ๐—•๐˜‚๐˜€๐—ถ๐—ป๐—ฒ๐˜€๐˜€ ๐—›๐—ฎ๐˜ƒ๐—ฒ ๐—Ÿ๐—ผ๐˜†๐—ฎ๐—น ๐—–๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐˜€
https://buff.ly/46ssJmB

โ€ข ๐—ง๐—ผ๐˜‚๐—ด๐—ต ๐——๐—ฒ๐—ฐ๐—ถ๐˜€๐—ถ๐—ผ๐—ป๐˜€ ๐—”๐—น๐—น ๐—–๐—ฎ๐—น๐—น ๐—–๐—ฒ๐—ป๐˜๐—ฒ๐—ฟ ๐—ง๐—ฒ๐—ฎ๐—บ ๐—Ÿ๐—ฒ๐—ฎ๐—ฑ๐—ฒ๐—ฟ๐˜€ ๐— ๐˜‚๐˜€๐˜ ๐— ๐—ฎ๐—ธ๐—ฒ
https://buff.ly/3PVKHYn

โ€ข ๐—Ÿ๐—ฒ๐—ฎ๐—ฑ๐—ฒ๐—ฟ๐˜€๐—ต๐—ถ๐—ฝ ๐—ง๐—ฒ๐—ฐ๐—ต๐—ป๐—ถ๐—พ๐˜‚๐—ฒ๐˜€ ๐—˜๐˜ƒ๐—ฒ๐—ฟ๐˜† ๐—–๐—ฎ๐—น๐—น ๐—–๐—ฒ๐—ป๐˜๐—ฒ๐—ฟ ๐— ๐—ฎ๐—ป๐—ฎ๐—ด๐—ฒ๐—ฟ ๐— ๐˜‚๐˜€๐˜ ๐—”๐—ฝ๐—ฝ๐—น๐˜†
https://buff.ly/3ZHL9xO

โ€ข ๐Ÿญ๐Ÿฌ ๐—ฆ๐—ธ๐—ถ๐—น๐—น๐˜€ ๐—–๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ ๐—ฆ๐—ฒ๐—ฟ๐˜ƒ๐—ถ๐—ฐ๐—ฒ ๐—Ÿ๐—ฒ๐—ฎ๐—ฑ๐—ฒ๐—ฟ๐˜€ ๐— ๐˜‚๐˜€๐˜ ๐—›๐—ฎ๐˜ƒ๐—ฒ
https://buff.ly/3ZxxwBf

โ€ข ๐—ง๐˜†๐—ฝ๐—ฒ๐˜€ ๐—ผ๐—ณ ๐—œ๐—ป๐—ฒ๐—ณ๐—ณ๐—ฒ๐—ฐ๐˜๐—ถ๐˜ƒ๐—ฒ ๐—–๐—ฎ๐—น๐—น ๐—–๐—ฒ๐—ป๐˜๐—ฒ๐—ฟ ๐—Ÿ๐—ฒ๐—ฎ๐—ฑ๐—ฒ๐—ฟ๐˜€
https://buff.ly/3PVKHHR

โ€ข ๐—–๐—ฎ๐—น๐—น ๐—–๐—ฒ๐—ป๐˜๐—ฒ๐—ฟ ๐—ฅ๐—ฒ๐—ฑ ๐—™๐—น๐—ฎ๐—ด๐˜€ ๐—ง๐—ต๐—ฎ๐˜ ๐—ฃ๐—ผ๐—ถ๐—ป๐˜ ๐˜๐—ผ ๐—ฃ๐—ผ๐—ผ๐—ฟ ๐—Ÿ๐—ฒ๐—ฎ๐—ฑ๐—ฒ๐—ฟ๐˜€๐—ต๐—ถ๐—ฝ
https://buff.ly/3ZC4UXt

โ€ข ๐—š๐—ฟ๐—ผ๐—ผ๐—บ๐—ถ๐—ป๐—ด ๐—™๐—ฟ๐—ผ๐—ป๐˜๐—น๐—ถ๐—ป๐—ฒ ๐—˜๐—บ๐—ฝ๐—น๐—ผ๐˜†๐—ฒ๐—ฒ๐˜€ ๐—ฎ๐˜€ ๐—–๐—ฎ๐—น๐—น ๐—–๐—ฒ๐—ป๐˜๐—ฒ๐—ฟ ๐—Ÿ๐—ฒ๐—ฎ๐—ฑ๐—ฒ๐—ฟ๐˜€
https://buff.ly/3Zyx3Pd

----------
Open Access BPO's rigorous recruitment, training, and continuous development ensure that only the best specialists will work and lead your ops.

Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO 13 hours ago
Receiving a negative performance review can be challenging, but it doesn't have to signal the end of the road.

Instead, it presents an opportunity for personal and professional growth, allowing you to return even more resilient and determined.

Read our blog post right now: https://buff.ly/469BCSj
And let's explore:
โ€ข the importance of recovering from a bad performance review;
โ€ข the causes of performance failures; and
โ€ข how to determine the best course of action to address these challenges

----------
Contact us today and find out how our 24/7 multichannel services (in over 30 languages) can upgrade your #CustomerExperience: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
Open Access BPO Yesterday
Knowing what influences customer expectations is the first step to improving your relationship with your customers.

Here are 7 things that can guide you: https://buff.ly/3tfzni4

----------
Cultivate your customer relationships with our smart business solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CX
#CSat #CustomerSupport
Open Access BPO Yesterday
The right choice of words (and tone) can calm down and bring conversations to a better outcome...even if it's with an update customer.

Here are 5 statements #CustomerSupport agents need to tell irate callers: https://buff.ly/3PtRYOG

----------
For #outsourcing services that build and maintain strong customer relationships: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CX
Open Access BPO 2 days ago
#SocialMedia has become the hub where consumers freely share their opinions, chat about brands, and express their thoughts on products.

That's why you need to provide memorable #CustomerSupport on these platforms at the speed of now:

Discover the 5 essential components of a strong social media #CX strategy here: https://buff.ly/3PC7dFg

----------
Give your brand a CX boost on the social web!

Upgrade your #CustomerService today:
OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerSatisfaction
#RepManagemenet
Open Access BPO 2 days ago
It's crucial to meet your customers' expectations, but sometimes unforeseen circumstances can get in the way.

Here's a quick guide on how to handle those challenging moments and come out stronger with our #CustomerSupport strategy: https://buff.ly/46t8p4u

----------
Let's turn mishaps into opportunities: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CX #CSat
Open Access BPO