Improving Customer Satisfaction in Call Center Industry .pdf
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Best Strategies for Improving Customer Satisfaction in
Call Center Industry
Customer satisfaction is the main factor that all businesses must prioritize. If a customer is not
satisfied, there’s a big chance that he’ll turn to other competitors. At worst, the customer may
even leave bad reviews that can damage the reputation of a business. Over the past years,
hundreds of CRM experts noticed a small decline in overall customer satisfaction rates. This
could possibly mean that contact centers are falling short on the quality of their standards, or
customers have become more unpredictable. Improving customer satisfaction rate in any contact
center may sound simple but it’s not an easy feat. It takes numerous trainings and meetings to
help agents attain excellent degrees of professional customer service.
Do you want to know how to raise the customer satisfaction rate in your call center? Listed
below are the tried-and-tested strategies implemented by the world’s most successful contact
Consistent Customer Service Trainings
It’s understandable for every contact center to have various customer service training programs.
What sets your center apart is the style and overall effectiveness of the trainings. For example:
you center can run training sessions about the basic frameworks of customer call center service.
From there, the training sessions can be upgraded with advanced knowledge and strategies. You
can also run impromptu mock calls to gauge if the agents truly understood the nature of the
customers. The consistent trainings should help agents adapt to the company culture, all the
while developing ‘train-to-delight’ approaches. The training programs should also help agents
understand the shifting nature of the target market, as well as emerging trends. In this way, the
agents will know how to respond to all customers’ concerns.
Let Your Agents Understand the VOC (Voice of Customer)
Once the training programs are in place, it’s time to emphasize the VOC — also known as the
Voice of the Customer. The VOC is a standard template used in predetermining the desires and
goals of the customer. By fully understanding the VOC, agents will be able to solve the problems
of the customer within ace time. Eventually, this can lead to better overall customer satisfaction
rate. To properly know if agents understand the VOC, you should run a series of tests.
Additionally, a call monitoring system is also beneficial since it’ll help you can analyze all
agents’ KPI metrics. You can also implement additional coaching sessions to help agents
internalize the concept of VOC.
Emphasize the Power of Service Ownership
Ownership is an important trait that can improve the performance level of your agents. However,
this is not a technically measurable trait. Rather, ownership is a choice that must be instilled in
the minds of your agents. How can you encourage agents to own up to their responsibilities?
This can be done through a combination of effective coaching processes and performance-based
incentives. If agents are serious about service ownership, they’d be more than willing to take
extra measures to solve the problems of customers. Agents with total respect for service
ownership are excellent performers for your center — nurture them.
Focus on Pre-emptive Support Mechanics
Pre-emptive support is a vital process in the customer service arena. Whenever a customer
purchases something, he or she will get a full-scale tutorial or walkthrough regarding the
product. This can raise the level of customer satisfaction and address the common issues
encountered by customers regarding new products. To properly implement pre-emptive support
mechanics, your agents should totally understand the product or service being offered. In the
training sessions, team leaders and supervisors should explore product keynotes and possible
resolution tactics. Commit to exceptional pre-emptive support and your ROI will grow over time.
Don’t Forget Agent Empowerment
Among the important factors that you shouldn’t ignore is agent empowerment. Training sessions
will help your agents understand the customer base, product nature, and the strategies that they
need to implement. Agent empowerment is a different thing because it can’t be achieved by
training sessions alone. You must go out of your way to praise agents and give them the rewards
they truly deserve. But focusing on rewards alone can also run out of steam fast. It’s all about the
proper display of company culture and the right leadership attitudes. Consider agent
empowerment as your center’s investment. Once done correctly, empowered agents will do their
best in building long-term relationships with customers. This can be very important for your
contact center’s growth.
Extend Support to Social Media
Based on many research studies, customers often run a thorough online check before availing a
product or service. They scour reviews and other helpful information from websites, forums,
online directories, and social media platforms like Facebook. Social media alone encounters
thousands of users per day, contributing to the healthy flow of online information. If you can
extend you center’s support level to social media, the customers will appreciate the effort. More
importantly, you’ll have another channel where leads can come from. Creating a social media
support channel is not that difficult. You just need a proper maintenance schedule and few reps
who will deal with customer inquiries and concerns.
Customer Satisfaction Benchmark
Benchmarking is the process of comparing your center’s performance metrics to that of your
competitors. There are lots of benchmarking categories, and customer satisfaction seems to be
the most popular. To properly benchmark your customer satisfaction rate, you need thorough
reports about your competitors. You should also gather reports from all of the teams in your
contact center. Once you have the reports, discuss them with your managerial and supervisory
team. Study the weak points in the reports so that you can come up of the right strategies in
improving customer satisfaction rate. Keep in mind that benchmarking should be a continuous
process — if you want your center to stay afloat competition.
While these strategies can give your center an exceptional head start in customer satisfaction
levels, proper implementation is still needed. Understand that you won’t get results overnight. It
will take few weeks or months before outcome can be gathered. The most important thing is that
you take action today. If you do so, you’ll get positive results within few months’ time!