Encourage your customer support reps to be more creative

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
Open Access BPO24 hours ago
Compared to most industries, #CallCenters are known for providing a fun and positive workplace for their employees.

But more than just making daily ops light and dynamic, the agents, the contact center, and the clients benefit from this: https://buff.ly/3kIaKWM

----------
Let's hyper-customize a program for your brand's goals, needs, budget, and customer demands: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #EmployeeEngagement
Open Access BPO
Open Access BPO1 day ago
Keeping your customers' data secure is one of the best ways to earn their trust.
Here's an in-depth look on how it can be achieved: https://buff.ly/3HjQYIK

----------
Only trust an #outsourcing firm with a robust #DataSecurity strategies and solutions to ensure #InformationSecurity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#cybersecurity #infosec
Open Access BPO
Open Access BPO5 days ago
#๐——๐—ฎ๐˜๐—ฎ๐—ฃ๐—ฟ๐—ถ๐˜ƒ๐—ฎ๐—ฐ๐˜†๐—ช๐—ฒ๐—ฒ๐—ธ aims to raise awareness about #DataSecurity and privacy and how we all must be mindful of what we share online. Let's stay vigilant against malicious activities that may exploit our information.

#WeSpeakYourLanguage
#InfoSec #DataPrivacy
Open Access BPO
Open Access BPO6 days ago
#CustomerService providers have the responsibility to protect their partners against data intrusions that may interrupt operations and steal sensitive information. If your

Check out these best practices for protecting your data: https://buff.ly/3Jj7cEV

----------
Ensure utmost #InformationSecurity for your customers with our #DataSecurity strategies: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InfoSec #DataManagement
#DataPrivacyWeek
Open Access BPO
Open Access BPO7 days ago
As a global #outsourcing hub, offshoring to the #Philippines has been recognized as a winning business strategy. But one of the things you should also consider is the security of the data you will be sharing with your chosen outsourcing firm.

Here's how you can keep your customer's trust even when their data is with a third-party company: https://buff.ly/3GY1jKm

----------
Only trust an oustourcing firm with a robust #InfoSec aimed to protect you and your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InformationSecurity
#DataSecurity #InfoSec
#DataPrivacyWeek
Open Access BPO
Open Access BPO7 days ago
Located between Hong Kong and Mainland China, ๐—ง๐—ฎ๐—ถ๐˜„๐—ฎ๐—ป is a strategic location for businesses wanting to reach large Asian markets. Global economic surveys regularly recognize Taipei's investment-friendly business landscape.

Build your brand's East Asian presence with our diverse and highly qualified team of native ๐‘ด๐’‚๐’๐’…๐’‚๐’“๐’Š๐’, ๐‘ช๐’‚๐’๐’•๐’๐’๐’†๐’”๐’†, ๐‘ฑ๐’‚๐’‘๐’‚๐’๐’†๐’”๐’†, ๐’‚๐’๐’… ๐‘ฒ๐’๐’“๐’†๐’‚๐’-speaking professionals.

๐—˜๐˜€๐˜๐—ฎ๐—ฏ๐—น๐—ถ๐˜€๐—ต ๐—ฎ ๐˜€๐˜๐—ฟ๐—ผ๐—ป๐—ด ๐—ฏ๐—ฟ๐—ฎ๐—ป๐—ฑ ๐—ฝ๐—ฟ๐—ฒ๐˜€๐—ฒ๐—ป๐—ฐ๐—ฒ ๐—ถ๐—ป ๐—˜๐—ฎ๐˜€๐˜ ๐—”๐˜€๐—ถ๐—ฎ ๐˜๐—ต๐—ฟ๐—ผ๐˜‚๐—ด๐—ต ๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—ง๐—ฎ๐—ถ๐—ฝ๐—ฒ๐—ถ: buff.ly/3WtmoSM

----------
๐—˜๐˜…๐—ฝ๐—น๐—ผ๐—ฟ๐—ฒ ๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข
โ€ข Our Solutions: https://buff.ly/3kFl5Te
โ€ข Our Other Locations: https://buff.ly/3WpOYo5

#WeSpeakYourLanguage
Open Access BPO