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3 Ways Call Center Services Can Improve Customer Experience

a smiling woman working in a call center while looking at camera
Photo by Yan Krukov on Pexels.com

The rising ecommerce market relies heavily on being able to deliver high quality customer experiences. With many online stores outsourcing their customer support to third-party providers, BPO’s has a tremendous opportunity, and responsibility, to improve the customer’s sales journey. There are many tried and tested practices that help improve CX but most call centers need a clear direction in order to improve their performance and deliverables. In this article, we will explore five ways that are sure to enhance call center quality and overall customer experience that can help your boost revenue and drive up sales.

1. Managing Volume

One of the most common customer complaints when dialing customer support is ‘wait time’. Making callers hold is the biggest contributor to lower CSAT scores and needs to be avoided as much as possible. One of the most important rules to keep in mind in customer service is the idea that minimum effort should be required from the customer at all touch points.

There are many ways to reduce wait-time. Optimizing workflows, automated call forwarded IVR, all help minimize lag. But nothing is more effective, and economic, than simply balancing call volume with manpower. Some research and careful planning will reveal how many calls are expected each day. With that in mind, make sure that your call center is prepared to handle inbound calls effectively by having sufficient staff on duty.

2. Utilize Analytics

Most retail businesses, such as e-commerce, expect hundreds of calls every day. While managing both call center representatives as well as customers, it can be easy not to consider the benefits of utilizing technology. Many VoIP software are retrofitted with tools that can help contact centers gather analytics data. Everything from call volume, duration, customer satisfaction, customer behavior, their satisfaction rating, and a lot more can be compiled. For most managers, this data can seem irrelevant. But if used properly, it can unlock potential most wouldn’t even know exists.

For example, we saw one call center handle a very high amount of calls quickly. That is a good sign, but when the CSAT score was pulled it was found to be quite low. When looking at the customer journey in the call, it was found that while the caller didn’t spend much time waiting, he was quick to hang up. When some voice recordings were heard, it was found the customers were not directed to their desired department and chose to cut the call. In response, the call center installed a call forwarding function that helped the caller easily connect with the right person.

This is just one example of how analytics can help call centers resolve issues. There are many ways analytics can help call centers find new avenues to improve customer experience for inbound callers. If your call center does not have analytics capabilities, then simply asking your customers for a quick feedback at the end of the call can be a good place to start.

3. Build Customer Profiles

Some companies have a habit of building a representation of their ideal customer. In it, they include everything from age, location, occupation, and any other information that identifies who their typical client is. This helps companies create better marketing and sales strategies while also shaping their product and service offerings.

Call centers, at their core, are service providers. This means that they can also benefit from the practice of building a caller profile. A typical caller profile should include:

  • Who you callers are
  • What do they inquire about the most
  • What is their biggest complaint

After hundreds of calls, contact centers can create a good representation of a caller which includes as much information as possible, including the 3 listed above. Once that is done, call centers can use this information to create scripts, coach their agents, create SOP’s, and prepare for incoming calls in a better way. This inturn will result in a higher customer satisfaction across the board. It all starts with the simple process of building that customer profile which can be as detailed as you like, but it’s always a good practice to keep it simple and focused rather than broad and complex.

Conclusion:

Improving customer satisfaction is a blend of technology, strategy and best practices that can help any call center. The key is to understand where to focus your efforts and where to cut back. It’s not possible for call centers to utilize all methodologies, so implementing the right one at the opportune time is the correct approach.

If you’re looking to get a head start, be sure to let experts handle your call center service for you. IdeasUnlimited is one such BPO capable of building or expanding your customer service. To get started with our diverse offerings, head over to our contact page.

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