5 call center best practices to improve customer satisfaction
Encourage repeat sales and drive loyalty when you improve your call center experience
When you run a call center, every day is different. In such a fast-paced environment, many challenges can be thrown at you along the way.
One thing that shouldn’t change is your level of customer service—whether you’re dealing with a common question or an unexpected scenario. According to a recent study, customer experience will overtake price and product as the key brand differentiator by the year 2020.
Providing great service improves customer satisfaction, which in turn leads to repeat sales and increased loyalty. Learn our favorite ways to give every caller a great experience with our top 5 call center best practices.
Make it easy
When asked what the most frustrating aspect of a customer service experience is, 34% of respondents in a recent survey said “the inability to reach a live person for customer support.”
Show your customers that you’re focused on providing great help by simplifying your phone menu system to make it easier for them to reach your customer service representatives.
Ditch the script
For your customer service team, phone scripts should be a reference, not a crutch. Great service starts with great training—make sure your onboarding process equips your team with everything they need to succeed from the start.
Customers can spot a phone script from a mile away. Focus instead on encouraging your representatives to have genuine conversations with callers. They’re a great way to show you’re listening and to demonstrate your commitment to personalized customer service.
Learn from mistakes
Call recording can be an incredibly useful tool for any business. Use it to monitor complaints, to make sure your team training is working, and to reduce liability in the event of any problems.
Your recorded calls can help you continually improve your customer service. Consider keeping a library of the best and worst calls: this way, you’ll have a valuable resource to help train new customer service representatives and improve the skills of your existing ones.
Use your data
When you’re running a call center, you should always be aware of what’s working and what’s not working. By collecting data, you’ll gain valuable insights that will show how well you’re helping your customers and how effectively you’re resolving their issues.
Choose a contact center solution that offers the monitoring tools you need, with detailed reporting that lets you track customer satisfaction rates with ease.
Ask for feedback
Customers love to feel listened to, whether you’re a multinational business or a company of one. Even if you’re not able to bring every suggestion to fruition, the very act of asking for feedback is a great way to make your customers feel valued.
Start by adding a short pre-recorded customer survey at the end of every call, or send out an email survey the day after they call to follow up. With these valuable customer responses, you’ll have all the information you need to keep continually making things better.
Maximize customer satisfaction, encourage repeat sales and promote loyalty when you improve your call center experience. By following these best practice tips, you’ll take great strides in ensuring that every customer has a smooth, pleasant interaction with your business.
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