Can competency tests create service stars from your advisors?

 

 

 

There’s no doubt about it, the average British customer has become more demanding in recent years, with the growth in UK retail sales flat year-on-year for July.

 

 

For many companies, particularly those in industries such as insurance, energy, banking and telecoms – where there is often little face to face customer interaction, winning and retaining customers is becoming increasingly challenging. This situation has been exacerbated lately by the growth in 'comparison' websites; ensuring customers are better informed about products and prices and able to drive a harder bargain.

 

 

Frequently, it is the quality of call centre staff that wins the orders. These advisors act as ambassadors for a company’s brand and uphold its reputation and, they are often the only interaction a company has with its customers so it is critical they perform well.