It’s quite natural to expect more from the senior-level management. They are the vital cog in the company’s policies and key decisions. The company should develop a proper dialogue with senior managers using the advanced Call Center Software in the process to know their concerns, keep a record of the same into the system for future policy implementation.
With the advancement of the digital era, the senior management has a greater role to play. They are the ones who control the management and participate in the company’s key decision-making process.
For example; the consumer statistics 2017 have claimed that around 75% of the customers immediately shift to a competitor’s brand on account of poor customer support servics. Now it depends completely upon the senior management to ensure that appropriate customer-friendly strategies are implemented at the earliest. Here are some essential tips to ensure higher commitment from the senior management.
1) Regular Feedback To Senior Management: Better the feedback response system longer will be the stability of the firm. A company should never refrain from informing its senior management about any wrong decisions or policies. A feedback might be positive or negative, but the same should be conveyed to the senior management regularly to ensure more commitment from them.
2) Respect Employee’s Self Esteem and Ego: Nothing in the world is more precious than respect. It can be simple but may satisfy one’s ego to such an extent that he may start taking his jobs more seriously than ever. This will, in turn, helps a company accomplish its goals in the near future.
According to a new consumers support survey, around 65% of the customers want speediest telephonic support. Unless the senior management takes a personal initiated in this regard then it would be quite difficult for the firm to continue its business.
3) Hire a talented Team of Experts: The skill eventually works and matters for the success of any business firm. The top management of a company should have a team of experts and skilled individuals who are ever ready to take the company to a newer height. Appropriate caution should be exercised while hiring new team members for a company’s senior management.
4) Continuous Support to Senior Management: The board of directors of a company should never leave their senior management in a helpless situation when they are in urgent need of help. Leaving all elements of ego and competitive spirit aside, a firm owner should always lend a helping hand to senior management whenever they need. For example; if a senior manager requires a few days of leave, then the same should be granted to ensure more commitment from him on the work front.
5) Work as a Mission and focus on goals: The senior management should be groomed in such a manner that understands the priority clearly and addresses them accordingly. Be it an e-commerce portal or a call center, the senior management is the one that goes on to ensure best works from the junior management. When the senior management works as a mission and focuses on immediate priorities – better results can be expected.
Case Study
An online cosmetic portal was launched two years back. The company installed the Best Call Center Software in the process to offer outstanding assistance to the customers. For the first two-three months, the sale of the company went well.
But, suddenly some unfortunate clashes and difference of opinions took place at the senior management level. It immediately brought down the company’s sales despite the integration of the latest Call Center Solutions within the system.
After witnessing a continuous drop in sales, the company immediately hired an outsourced telecalling agent for help. The decision worked as the outsourced telecalling firm instantly installed the Online Call Center Software and kept the call center opened 24x7.
Meanwhile, the company also resolved the conflict within senior management in a peaceful and cohesive manner. Soon, the company’s sales figure improved as well in the following months.
The integration of the Call Center Software Solutions helped the company to keep a track record of customer’s feedbacks and queries in a date-wise manner for future use.
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