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 industries—be it retail, travel, healthcare, and others—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.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
Since the US is a cultural melting pot, businesses catering to the North American market would definitely benefit from skilled multilingual professionals. Read more about it here: https://bit.ly/3u9BlwH

Ready to add a second business language? Contact us: https://bit.ly/3lTr2ck

Interested in #onshoring from our #LasVegas site? Explore Open Access BPO Onshore™ Solutions: https://bit.ly/2XKlBnw

#WeSpeakYourLanguage #multilingual #outsourcing #bilingual
Open Access BPO
Open Access BPO1 day ago
English is the most commonly used business language. This should be your company's top choice if you want to tap the world's most powerful economies.

Here are the top languages businesses must offer to remain competitive in international markets: https://bit.ly/39NKqSF

For #CustomerService and #BackOffice support in over 30 languages, contact Open Access BPO today: https://bit.ly/3u9v3wQ

#WeSpeakYourLanguage #outsourcing
Open Access BPO
Open Access BPO2 days ago
Outsourcing to expert third-party providers open new opportunities and business innovations for international expansion. Open Access BPO explains the benefits for businesses who outsource: https://buff.ly/2XK3bDm

Get started on #multilingual #customerservice: https://buff.ly/3nXmy7h

#WeSpeakYourLanguage #outsourcing
Open Access BPO
Open Access BPO3 days ago
Get acquainted with Open Access BPO's operation facilities in the Philippines, US, Taiwan, and China.

Need help deciding which location best suits your #multilingual #callcenter needs? Contact us today: https://buff.ly/3zrnOBv

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO4 days ago
Enjoy these benefits when you outsource your #callcenter services:
✅ 24/7 availability across all support channels
✅ Flexibility and convenience
✅ Cost reduction

Learn more: https://buff.ly/2W0kyQ4

Message us to outsource today: https://buff.ly/3zsVdMr

#WeSpeakYourLanguage #multilingual #outsourcing
Open Access BPO
Open Access BPO5 days ago
As a #multilingual #outsourcing firm, Open Access BPO supports global companies and their clientele. #GDPR compliance ensures seamless #DataSecurity and access for customers.

Every consumer Open Access BPO touches has the freedom to choose how their personal data is handled and stored. https://buff.ly/3nP1IXB

#WeSpeakYourLanguage
Do NOT follow this link or you will be banned from the site!