We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction. Here, we’re going to discuss 6 secrets your call center can adopt to ensure high caller satisfaction.
1. Understand Your Customers’ Expectations
For every customer complaint there are 26 other unhappy customers who have remained silent, so make sure you collect customer feedback to get a good understanding of what they expect from you. If managing and distributing a survey isn’t something you want to handle internally, it can easily be outsourced. Check out SQM group, the contact center industry leader for measuring, benchmarking, and improving CX. SQM offers five customer surveying methods (phone, email, IVR, online and face-to-face) that provide valuable insights for customers.
2. Make Sure Your Metrics Are Accurate
Have you ever considered that your data might not actually be reliable? This is a scary thought considering you make decisions based on data, but a recent report by Indiana University’s Kelley School of Business revealed that a wide cross-section of industries often overestimate their customers’ satisfaction. This leads them to rely on unrealistic expectations when making marketing decisions and allocating resources to address marketplace issues. Make sure you watch and double check numbers to maintain accuracy.
3. Test Your Own Experience
Contact your own company and see what the process feels like. What is it like to chat with an agent, how does it feel to call the contact center, what’s the process when looking for self-service? Not only can you personally test these experiences, you can also have a focus group perform the tasks and gather feedback that way. Once you’ve completed that step, do the exact same thing with your competition. How does it compare? Are you better or worse? Fix the area(s) that need improvement and / or give yourself a pat on the back for outperforming.
4. Keep Your Agents Happy
According to Contact Center Pipeline agent attrition is a top challenge. Studies have shown that call center agents quit most often because of their work environments rather than their compensation. Companies need to find more ways to increase agent engagement, improve coaching, and motivate employees. Most importantly, just be nice and friendly. It’s the right thing to do and will help your bottom line.
5. Don’t Leave Customers On Hold
Rather than forcing customers to simply wait on hold, your support center should be offering a call-back during periods of long queue times. Just keep in mind that a call-back solution can also hurt your contact center. There are two types of call-back methodologies on the market, and oftentimes the call center manager doesn’t realize the vast differences between the two, read “How a Call-Back Solution Can Fail Your Call Center” to learn more about this topic.
6. Offer Training and Professional Development
A well-trained team makes all the difference in the world. They are more efficient, able to provide better service, and more likely to stay with your call center. All of this translates into superior customer service, which creates the high CSat score you desire. Provide training opportunities to your agents and you will see your customer loyalty increase. Plus, setting your agents up for success will make them feel less stressed, and that relaxed tone will translate over the phone.