6 Tips to Improve Your Contact Center’s Net Promoter Score

Customer Experience | 5 minute read

The reviews for your contact center are in—but they won’t be found in the newspaper or on Rotten Tomatoes. You can see what your customers think about your contact center by determining your Net Promoter Score (NPS).

Customer experience surveys can tell you a lot about the service callers are receiving from agents, and NPS is a key statistic you should be considering when reviewing how successful your contact center is at providing exceptional customer service.

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Why is it important to know your NPS?

A company’s NPS can be an easy way to predict business growth over the coming months or years. If your NPS is higher than the average contact center’s, it’s an indication that you’ll likely experience growth since happy customers often recommend a company to friends or colleagues. Customer loyalty is at the forefront of a successful business, and your NPS can help you get a pulse on how many of your callers fit the definition of “loyal customer”.

How is NPS calculated?

If you’re concerned about crunching the numbers—don’t be! It’s pretty simple, and we’ll fill you in on exactly what you need for your NPS calculation.

How to Calculate Net Promoter Score

First, start with NPS surveys that ask customers, on a scale of 0–10, how likely they are to recommend the company to a friend or colleague. You can email this survey to customers, or have it play as a recording after they complete their call.

Next, organize your results into three categories based on their scores:

  • 0–6 are Detractors
  • 7–8 are Passives
  • 9–10 are Promoters

To determine your NPS, tally the number of responses in each category, divide that number by the total number of responses you received and then multiply that number by 100 to see the percentages.

Say, out of 100 responses, 20 were Detractors, 30 were Passives, and 50 were Promoters.

Detractors

  • 20/100 = 0.2
  • 0.2x100 = 20%

Passives

  • 30/100 = 0.3
  • 0.3x100 = 30%

Promoters

  • 50/100 = 0.5
  • 0.5x100 = 50%

Your last step is to subtract the number of Detractors from the number of Promoters and, voila! You have your NPS. In this case it would be:

50%-20% = 30

What does an average NPS look like?

Average NPS varies greatly by industry and the product or service your company provides, but there is a general understanding of what constitutes a “good” NPS. If your NPS is above 0, your contact center has more Promoters than Detractors, which should be the overall goal of the company. Once you’ve taken note of your NPS, you can create a solution to boost the number, and check the results frequently to see if and how it fluctuates.

6 ways to improve your Net Promoter Score.

Now that you know how to calculate your contact center’s NPS, your next step is to work on elevating and maintaining your score. Here are 6 ways you can improve your NPS (and make sure it continues to soar).

1. Start with an effective customer service strategy.

If you don’t already have one, crafting and employing an effective customer care strategy is an essential component of increasing your NPS and building life-long customers who are invested in your company.

2. Keep tabs on your NPS.

Tracking your score over time gives you insight into trends so you can evaluate what’s working and what isn’t when it comes to customer service. Set monthly or bi-monthly NPS goals and be sure to share them with your contact center agents—if everyone is in the loop, you can begin to work with agents on how to shift their customer service approach to reach these goals as a team. You might even consider tracking NPS per agent to see who needs a bit of help on their service techniques.

TIP:

If you track NPS by agent, be sure to take their specific roles into consideration. An agent whose role it is to cancel services is more likely to receive a much lower score than an inbound sales rep. Try to compare agents within the same role or department, so your stats aren’t skewed.

3. Ask for detailed customer feedback as part of your NPS survey.

One of your NPS survey questions should be a follow-up to why the customer rated their service the way they did. A blank text field works best here to give the customer the freedom to provide precise feedback in their own words.

4. Take action when feedback is noted.

What’s the use in asking for all of this feedback if no changes are made after it has been collected? Take what customers are saying seriously. You may notice trends in the feedback you’re receiving, which can be overwhelming to manage. Ultimately though, if this feedback is considered and a solution is implemented, you’re more likely to create long-lasting customers who will happily share their amazing experiences with others in their circle.

5. Equip your call center with the right technology.

There’s plenty of technology available that can really help to improve the customer experience. If a customer has to wait on the line for long periods of time, they’ll more than likely provide a lower satisfaction score than if they were to experience quick pickups and efficient service.

Fonolo technology like Voice Call-Backs and Conversation Scheduling both help to empower the customer by providing the option to receive a call-back or to decide when a call-back best suits their schedule.

6. Don’t forget about other key indicators of customer service success.

Keeping an eye on KPIs like first contact resolution, abandonment rates, agent occupancy, and call transfer rates will help you ensure your numbers are up in all other areas of the contact center, which, in turn, is likely to signal a better customer experience.

A Guide to Contact Center Agent Engagement

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A Guide to Contact Center Agent Engagement

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