I started my career in call centers in the early 90’s and have seen and heard it all… the manual processes, the revolving door, the irate customers and the team members who just can’t bear one more screaming customer. This is one of the toughest jobs on the market today and while I’ve been out of the call center space in a direct role for many years, every time I visit one I fall back in love with the energy, the team atmosphere and the constant buzz of support superheroes just getting it done. Yes, these things exist… and no, I have not been “drinking the Kool-Aid”.
As ANSWR’s Head of Customer Success, I recently had the opportunity to visit one of our customers during their call-center launch to see, first hand, the excitement of rolling out a cool new platform that fits into their teams existing workflow. Being onsite gives us a chance to see our product in action, sit with the team, observe their workflow, understand how we FIT into THEIR process and avoid the mistake of assuming they will fit into ours. During this visit, we launched, we talked, and we had some fun. Then we sit back, watch, learn and react.
This team of support heroes has curated over a 1k pieces of knowledge in a short time, making them immediately available for their team members and driving tangible results to their key efficiency metrics. Together, we identified a few ways that an enhancement on our side could improve their flow. These are the proverbial win/wins that we all seek to achieve.
You’re probably wondering, “Is an onsite visit necessary in the age of Skype, Hangouts, WebEx, etc.?” The answer is no, sometimes it’s not necessary or possible for us to be physically on site in every center for every launch. In those cases, we leverage technology to be virtually on site with video conferencing and real-time collaboration tools. We recently launched a customer in 5 locations across 4 countries and it went very smoothly. Although a trip to Mexico and the Philippines would have been great as well as a few checkmarks on my traveling bucket list! (my suitcase will stay by the door)
Regardless of whether we’re onsite in person or virtually, the most important thing to the team at ANSWR is ensuring our customers are successful and that our products are helping them maximize their support superpowers. It’s the only way to ensure that we succeed together.
Clearly I get excited talking about call center dynamics and how we help make one of the toughest jobs a bit easier. I guess I haven’t flown too far from the call center nest after all.
We don’t receive wisdom; we must discover it for ourselves after a journey that no-one can take for us or spare us. – Jesse James Garrett