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How can you ensure that your team meets service level agreements when handling customer complaints?

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Service level agreements (SLAs) are contracts that define the quality and quantity of service that a call center must provide to its customers. They often include metrics such as average handling time, first call resolution, customer satisfaction, and abandonment rate. Meeting SLAs is crucial for maintaining customer loyalty, trust, and reputation. However, handling customer complaints can be challenging and unpredictable, especially when dealing with angry, frustrated, or emotional callers. How can you ensure that your team meets SLAs when handling customer complaints? Here are some tips to help you achieve this goal.

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1 Train your team

The first step to meeting SLAs is to train your team on how to handle customer complaints effectively and efficiently. Your team should know how to listen actively, empathize, apologize, identify the root cause, offer solutions, and confirm satisfaction. They should also be familiar with the policies, procedures, and tools that they need to follow and use when resolving complaints. Provide your team with regular coaching, feedback, and refresher courses to help them improve their skills and confidence.

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James McGovern

Experienced Equipment Maintenance Manager
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It is often valuable to develop an internal in depth "certification" for your team members to perform prior to interacting with external customers. Put you your team in its best position to deliver superior customer service in every interaction. Additional of greater responsibilities should require additional "certification" to ensure the team member is in a position to achieve positive resolution at every level.

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2 Monitor your team

The second step to meeting SLAs is to monitor your team's performance and compliance. You should use call monitoring software, quality assurance tools, and reports to track and analyze your team's metrics and behaviors. You should also listen to live or recorded calls, observe your team's interactions, and conduct surveys to evaluate your team's quality and customer satisfaction. Identify any gaps, issues, or trends that may affect your team's ability to meet SLAs and address them promptly.

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James McGovern

Experienced Equipment Maintenance Manager
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It is helpful to distribute a daily performance report to the team, seeing their performance will validate the process they are following and they should be able to see their gaps in performance. Have the team members discuss their metrics with the supervisor to empower more self directed improvement.

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3 Motivate your team

The third step to meeting SLAs is to motivate your team to deliver excellent service and achieve their targets. You should set clear and realistic expectations, communicate them frequently, and provide feedback and recognition. You should also reward your team for meeting or exceeding SLAs, such as with incentives, bonuses, or recognition programs. You should also create a positive and supportive work environment, where your team feels valued, respected, and empowered.

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4 Empower your team

The fourth step to meeting SLAs is to empower your team to handle customer complaints autonomously and creatively. You should give your team the authority and flexibility to make decisions, offer solutions, and escalate cases when necessary. You should also encourage your team to use their judgment, experience, and empathy to tailor their responses to each customer's situation and needs. You should also provide your team with the resources, tools, and support that they need to resolve complaints effectively and efficiently.

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5 Review your SLAs

The fifth step to meeting SLAs is to review your SLAs periodically and adjust them as needed. You should evaluate your SLAs based on your business goals, customer expectations, industry standards, and market conditions. You should also solicit feedback from your customers, team, and stakeholders on your SLAs and how they can be improved. You should also benchmark your SLAs against your competitors and best practices and strive to differentiate yourself from them.

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6 Optimize your processes

The sixth step to meeting SLAs is to optimize your processes and workflows to enhance your efficiency and productivity. You should use automation, integration, and analytics to streamline and simplify your tasks and operations. You should also use call routing, scheduling, and forecasting to optimize your staffing and workload. You should also use self-service, chatbots, and social media to reduce your call volume and handle simple or repetitive inquiries.

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James McGovern

Experienced Equipment Maintenance Manager
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The process needs to allow the customer to realize the value of the service provider, if the customer does not see the value in the process review and modify the actions. In the case where the team members do not see a value in a process it should be communicated that the actions/details are important to the customer (and why they are explained - if possible).

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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James McGovern

Experienced Equipment Maintenance Manager
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Everything your team does affects the customer, this cannot be overstated. Resolving the customers concerns is the ultimate goal, achieving the SLA levels is the minimum expectation for defining sucess.

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How can you ensure that your team meets service level agreements when handling customer complaints?

1

2

3

4

5

6

7

1 Train your team

2 Monitor your team

3 Motivate your team

4 Empower your team

5 Review your SLAs

6 Optimize your processes

7 Here’s what else to consider

Call Center Administration

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How can you ensure that your team meets service level agreements when handling customer complaints?

1

2

3

4

5

6

7

1 Train your team

2 Monitor your team

3 Motivate your team

4 Empower your team

5 Review your SLAs

6 Optimize your processes

7 Here’s what else to consider

Call Center Administration

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