Deliver Branded Customer Service Across Multiple Technology Channels

June 2012 Integrated Solutions For Retailers

By Wendy Shooster, co-CEO, Global Response

Ensure your outsourced call center speaks your brand.

Your customers expect to encounter the same personality wherever they interact with your brand, whether in your brick-and-mortar store or via phone, chat, email, or social media. The question is, how do you replicate the in-store experience over the phone or the Internet?

Call Center Agents Need To Speak Your Brand
If you’re using an outsourced call center, it is vital you work with its managers to hire and train agents who fit your call types, schedules — and most importantly — brand culture. For instance, if you are an upscale fashion retailer, hiring agents who are already “fashionistas” is a good start. Teaching them about your products and brand culture gives them the tools to convey the essence of your brand in every interaction.