Zendor Offers Multi-channel Retailers Advice on Call Centre Training

Released on = June 27, 2005, 7:52 am

Press Release Author = Zendor

Industry = Retail

Press Release Summary = Even an outsourced call centre can seem like a seamless
extention of your business. The following tips from distance selling expert Zendor
will help retailers to prepare and train outsourced call centre staff.

Press Release Body = The call centre is one of the most frequently outsourced
elements of a retailer's multi-channel proposition and is vital to success.
Customers judge a business on the competency of its customer services staff and this
is especially important in distance shopping as customer interaction is limited.
In-depth training of call centre staff, whether outsourced or not, is necessary to
ensure seamless brand representation, increasing customer confidence, customer
loyalty and retention. With this in mind, the following tips for retailers on how to
prepare and train call centre staff have been provided by distance selling and
multi-channel experts, Zendor:

. Communication is key - Open communication between the core team and
call centre operatives, in and beyond training sessions, is essential so that they
feel valued and part of the multi-channel team (especially important in an
outsourced environment)

. Define the retail strategy - For call centre staff to understand how
they fit into your overall strategy, communicate your company background and plans
for growth and development and in doing so make the staff feel involved

. Ensure brand values and key messages are understood - By educating
call centre staff about your brand, what it stands for, and your target market, the
staff will be better equipped to meet customers' expectations.

. Cross promotion -To drive web, catalogue and store activity
effectively, staff need to be trained on all areas of the business. This will help
them gain a better understanding of the products, services and information offered
across all channels.

. Familiarise staff with the product range - By conducting thorough
product training, call centre staff will be well versed in the range of products
that are offered, enabling them to be confident representatives of your brand with
the ability to cross and up-sell.

. Brief staff on service specifics - Call centre staff should be aware
of added value services (such as gift wrapping) so that they can inform customers of
all the service options available. Likewise, they should also be educated on product
lead times and forewarn customers of any possible delays. They also need to be aware
of delivery and returns policies. This will improve your relationship with the
customer and enable any problems to be quickly identified and resolved.

. Campaign awareness - To maintain consistency in marketing activities
and to help measure consumer response across all channels, call centre staff need to
be aware of all promotions and loyalty schemes.

Even outsourced call centre staff can appear as a seamless extension to your
business, given the right training and product knowledge. A quality distance
shopping experience is one where a retailer's brand and business is represented
consistently throughout every step of the purchase process, ultimately increasing
customer confidence and trust.

Zendor provides distance selling services for a range of retailers including
Woolworths, Daisy and Tom, River Island, Early Learning Centre, and Sony Computer
Entertainment UK. Retailers interested in finding out further information about
Zendor's services should contact Zendor on curious@zendor.com visit www.zendor.com
or call 0161 237 4900.

-ENDS-
For further press information please contact: Wendy Bow, The Scott Partnership, The
Old Barn, Holly House Estate, Cranage, Middlewich, Cheshire CW10 9LT Tel: 01606
837787 Fax: 01606 837757 e-mail: pr@scottmail.co.uk

On behalf of: Zendor, Bridgewater House, 58-60 Whitworth Street, Manchester
M1 6LT Tel: +44 (0) 161 237 4900 Fax: +44 (0) 161 237 4932 E-mail:
curious@zendor.com

Web Site = http://

Contact Details = Bridgewater House
58-60 Whitworth Street
Manchester
M1 6LT
t :: 0161 237 4921
f :: 0161 237 4932
w :: www.zendor.com
e :: curious@zendor.com

 

 

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