February 12th, 2021
How to Improve Call Center Customer Service
Have you ever realized that despite how tasty a meal was, if the customer service was unpleasant, you’d probably give the restaurant a negative review?
Well, customer satisfaction (CSAT) is essential not only in the hotel industry but also in other fields. Speak to any customer service manager, and they’ll tell you just how much CSAT affects business success.
According to Microsoft’s 2018 global customer service report, 95% of customers cited that customer service influenced their decision to stick to a brand or not. A positive customer experience leads to user loyalty and improved revenues due to an increased customer base.
For this reason, we’ve compiled six foolproof ways of improving call center customer service that’ll result in business growth.
1. Personalization
Are you hoping to elevate customer service calls? It’s possible. First of all, your customer service representatives should know their customers’ problems. Business intelligence guides customer interactions and improves the average handle time.
Secondly, we recommend having a comprehensive database with the latest customer information. With a service like a computer telephony integration, a pop-up with all customer information will always appear whenever they ring your call center.
2. Customer Empathy
It’s easy to sense a customer’s frustration during a phone call with customer support agents. Your job, therefore, is to reassure your clients and make every effort to solve their issue. Listen keenly and acknowledge their distress then provide solutions.
3. Professional Development
An efficient call center customer service is where agents tackle a wide range of customer concerns and manage countless calls while maintaining professionalism. As the business grows, so does the range of services and products. As a consequence, customer problems will change. Therefore to boost efficiency, you ought to offer refresher training for all call center agents.
For novel customer issues, we recommend using call recordings and transcripts during training sessions. Remember, well-trained customer agents, are better equipped to handle customer phone calls efficiently and calmly.
We also recommend reaching out to an expert call center staffing agency to conduct these training sessions. Most reputable agile teams guarantee innovative solutions that are relevant to your business’ needs.
4. Reduce Customer Hold Times
No customer wants to wait ten minutes before getting connected to a customer service agent. To improve the customer experience, we recommend integrating AI that’ll reduce waiting time.
With AI, you could introduce self-support. Also, such tools ensure the caller is directed to the right agent. AI solutions like chatbots increase efficiency by resolving problems that don’t require agents’ intervention.
Consider reviewing your interactive voice response (IVR) menu options to ensure they cover all service levels. It would help if you added a call-back option for busy days. Work on automation to streamline all call center processes.
5. Reduce Call Center Staff Turnover
Creating a conducive work environment increases stability. As a customer service manager, you should try your best to keep your agents happy and productive. There are several things you could do to create stability.
- Continuously engage with customer service representatives
- Show appreciation for all your agents’ hard work
- Involve call center agents in the decision-making process
- Be a flexible leader
- Find ways to boost morale, for instance, through wellness programs, team building, rewards, and professional development
6. Take in Customer Feedback
Asking for customer feedback is a surefire way to boost customer experience and retention. After all, it is your customers that utilize your product/service. So who better than them to give recommendations? The best way to go about collecting their feedback would be through simple surveys. Some of the questions to ask call center customers include:
- Are you happy with the length of hold time?
- How quickly did the customer agent resolve your issue?
- Did the customer service representative understand your concern?
- How was the overall interaction?
Call center metrics can help you gauge the number of satisfied customers, productivity issues, and ways of improving your call center customer service and customer satisfaction.
PrideStaff Offers Excellent Administrative and Clerical Staffing
If you’ve been seeking experienced employment agencies in Fort Lauderdale, PrideStaff Fort Lauderdale has got you covered. We are an employment agency in Fort Lauderdale that offers appropriate staffing solutions.
As a call center staffing agency, we guarantee the “right fit” hires for your business. To learn more about our wide range of staffing services, get in touch with us by calling 754-800-2850 today!