How to prepare the call-center before taking up Social media tasks ?

1.Understand the difference

The management and the employees must understand the difference in communicating through the traditional channels like email, phone, chat and social media.

•    Networking websites involve personalized interaction with the users which means that the agents can tone down their scripts and be a little informal.

•    It is ironic but the personalized conversation is seen by the other customers and also the competitors. Therefore, a single mistake and the negative effects are seen.

•    Unlike the other channels where delayed responses are common and known only to clients, with Social media there is a need to respond quickly with quality content since it’s seen by the world.

2) Prepare the staff

Prepare the employees of the call-center to carry out social media customer service.

•    Appoint persons, especially to handle the online networking department. •    The call agents should be trained to understand and apply the difference in

the tone and nature of interactions in different social websites. •    For example, a Facebook interaction is more informal compared to LinkedIn. •    The service provider has to be flexible to maintain this change from website

to website. •    He must have good knowledge about the product to answer any query

quickly.

3) Let the marketing team lead

The conversations, content, time gap in responses are the strategy of the marketing team.

•    Hence it is fair enough to start with this department to handle the channel. •    The customer service department can be guided by the marketing team.

4) Research

•    The call-center must do in-depth research on the advantages and drawbacks of using social media for client satisfaction.

•    Some products may not require all sites, so accordingly a selection of websites must be made.

•    The agents should know to filter the questions. Some questions maybe better answered by a senior employee like their Team Leader.

•    There should be good knowledge of putting a period to the conversations as well.

•    The contact-center must also pool in all the technical, human and creative resources to begin.

5) Checklist

•    Follow a checklist before launching the new form of customer service. •    The list can be like I.    Research on the product and the networking sites in its favor II.    Marketing plan III.    Recruit more staff if needed and train them. IV.    Gather all the physical requirements. V.    Understand few tactics of online media networking.

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