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rose austin's Blogs >> Your Customer Service Call Center is Only as Good as the Staff Your Customer Service Call Center is Only as Good as the Staff

There is an old saying that goes a little something like this: a product is only as good as the person who is making it. This ideology also applies to any good customer service call center. It will only produce as well as the producers – or in this case the reps, staff and project managers – can produce.


To sum it all up in a cozy sentence: your customer service call center is only going to be as good as the staff manning the ropes in the background, which are the heartbeat of any customer service call center.


Reps Are Expertly Trained at the Best Customer Service Call Center
The best customer service call center will have degree holding managers and trainers who have vast experience in their field. This enables them to train new reps and to provide ongoing training for existing reps.


When a new campaign is introduced, they set aside critical time to ensure that the reps are expertly trained so that they can provide the highest quality of service possible.

You Should Be Able to Hear Recordings of Reps’ Voices
One thing that you should always demand when selecting a customer service call center is that you can hear what the reps’ voices sound like. This is critical because you can put yourself in the shoes of a customer and see how they might respond if they were to be calling in.


The reps should speak fluent English in a soft and warm tone, allowing a customer to immediately feel comfortable from the very moment that their call is answered.

Customer Service Call Center Should Have Stringent Quality Assurance Policies
Quality assurance is a pivotal aspect for any good customer service call center. In fact, the leading customer service call center has the strictest quality assurance policies in place.


This includes monitoring calls, reducing average wait time, reducing minutes spent on the phone with individual customers, and ensuring that your brand and image are properly represented at all times in order to meet the needs and demands of your customers.


The Best Customer Service Call Center Reps Have High Closing Ratios
Many customer service call center are actually used for inbound sales calls – like direct response or direct marketing campaigns. They also are commonly used for providing product and technical support, and retaining customers and resolving issues.


When it comes to all of these matters, high closing ratios relate equally across the board. The reps should have a 50-60% sales closing ratio or higher. They also should be able to retain customers and resolve disputes, thus increasing customer retention and loyalty.


The best reps comprise the best customer service call center – and in tandem they work together to make your campaign a big success.


Author bio:



InSO offers inbound and outbound call center services through a skilled team of professionals. The expert team at InSO is skilled at providing turn-key Offshore Outsourcing Call Center Services and solutions, which makes the services more than just that of a call center. The diversified activities offered by www.inso.us include media planning, merchant account setup, online advice and website development services, apart from services and support as an outsourcing and offshore call center. customer service call center