VIDA Management Consultants

Specializing in Customer Interaction

Home | About Us | Services | Ideas & Insights | Contact Us

Call Center Knowledge

Frontline Staff Need Access to Knowledge

Customers contact your center because they have a question, need information, or have a problem. Whatever it is, they expect the person that handles them to be knowledgeable, informative, and to get it right!

Business Knowledge

• Product information that sometimes gets technical
• Service and warranty information
• Shipping and freight scheduling information
• Pricing and billing information (including special promotions and discounts)
• Inventory and parts availability

Customer Knowledge

Everyone wants to be treated as if they were your only customer. To do that agents need as much customer knowledge as possible.

• Customer profile
• Customer transaction history
• Prior customer service requests (phone, email, or fax)

Skills Knowledge

In addition to information access, agents need knowledge about:

• How to diffuse angry customers
• How to use their voice effectively
• How to actively listen to understand the customer’s need
• How to use interpersonal skills
• How to deal with stress
• How to improve time management
• How to be ready for the next call

Making agents more knowledgeable improves their self-esteem, enhances their loyalty to the company, and increases their value to the customer.

VIDA's Services

VIDA’s Contact Center Assessment and Audit services will identify knowledge gaps and make recommendations to close them. Plus we have workshops to develop a strong support infrastructure:

• Improving Agent Performance Workshop
• Coaching Workshop for Supervisors
• Monitor Calibration Workshop
• Action Planning Workshop