Customer service provision is a growing industry across the world. Many large businesses outsource these services to smaller vendors who specialize in providing an excellent customer touchpoint. 

Two primary categories exist for customer service operations. These are the customer consultancy and customer inquiry services. Consultancy services offer advice on improving the customer experience while services focus on customer satisfaction and retention. 

Decide on which of these areas you would like to focus on before pursuing a new business opportunity and follow these steps to begin the journey.

Costing for equipment

Your first step is to cost the equipment needed to start a customer service business. An efficient telephonic system is needed unless you intend to use an internet-based call system for customer management. 

Obtain quotes for computers, CRM software, headsets, desks, chairs, miscellaneous office supplies, office rental and the phone system to be used. Employees will also need to be hired to man the call center, which should offer high-level performance capabilities and integration.

Integrated office system capabilities

For optimized contact center solutions that are available on multiple channels, get a professional service provider like Aceyus that specializes in customizable dashboards and enhanced reporting software. Integrated systems offer real-time customer interaction monitoring, effectively encompassing ongoing customer service improvements to enhance brand development and reputation. 

The system is also configurable across platforms, which enables efficient augmentation of operational functionality throughout the organization. Advanced reporting and analytic tools afford the potential to elevate performance, leading to a competitive customer service platform that attracts customers and grows the business.

Hire a team

Once you’ve sorted out the basics of office equipment and the type of telephone system and software to be used, you need a team. Hire individuals who enjoy working with customers throughout the day. 

Not everyone has a knack for dealing with customer queries or complaints every day, so your hiring skills need to be well-honed to select the right candidates for the job. Call center employees are the customer’s first personal contact point, so they need to make a good impression.

Employee characteristics

Candidates should possess several key characteristics for this purpose. They should be good listeners. Customers come in all shapes and sizes and moods. Knowing how to listen well to their concerns is critical to providing an excellent service. 

Understanding how the customer’s problem should be solved is equally vital to maintaining positive relationships. Additionally, employees should be able to impart an air of confidence and competence, which is sufficient to reassure customers that their queries or complaints will be satisfactorily resolved.

Training the team

Customer service teams need to be trained to manage this first-line operation in a professional and friendly manner. They will be dealing with inbound calls all day long, so should be provided with a script for starters. 

Trainers then need to take employees through the necessary steps in how to manage each call, specifically when this deviates from the script provided. Importantly, employees ought to receive training on how to manage difficult customers.

Customer satisfaction and empowerment

Take the real estate customer call center business, for example. Real estate is a highly specialized business, and call center agents must be proficient to retain and grow the client base in this industry. 

Training should include how to treat clients in a manner that imparts genuine concern. Agents should also be well-equipped to respond to client needs before these are expressed to enhance their experience. 

Actionable advice is another way to ensure that clients remain informed about the progress of services and to empower them with valuable information.