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 centers:
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!