Time For Change: 3 Vital Changes That Your Need To Implement in Your Call Center ASAP
- BY Ryan
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Owing to the dynamic nature of customer relationship management and technological advancements, call centers are consistently evolving; not only pushing businesses to change their models but most importantly to change how they handle their customer service. Read on to find out what changes to implement in your call center for optimized operations. 3 Vital Changes
Owing to the dynamic nature of customer relationship management and technological advancements, call centers are consistently evolving; not only pushing businesses to change their models but most importantly to change how they handle their customer service. Read on to find out what changes to implement in your call center for optimized operations.
3 Vital Changes That Need To Be Implemented in Your Call center
- Adapt multi-channel solutions
As you read this, it is reported that nearly three quarters of consumers in the U.S expect a complaint on twitter to be answered in less than an hour, a clear indication that your call center cannot afford to ignore other channels of communication. Furthermore, studies show that the number of customers who prefer automated self-services has doubled in the last 5 years making the writing on the wall even clearer; your call center needs to connect with customers through their preferred method of communication if it aims to achieve higher customer satisfaction rates. After all, with a varied automated system that includes social media, live chats, phone and emails; your call waiting time will be reduced considerably.
- Change the way you measure customer satisfaction
As a call center manager, you cannot effectively manage what you cannot measure. And although tracking KPI’s and other metrics for the purposes of improving call center performance is important, it is also vital to mention that CSAT and NPS metrics do not give the whole picture. Keeping in mind the damage that even one unsatisfied customer can do to your business, it is imperative that you consider the new reality of customer expectations and implement metrics that take these realities in to account. Experts recommend tracking satisfaction every 3 to 6 months.
- Focus on Eliminating Negative Experiences
This is the quickest way to get your customer satisfaction strategy in order. In fact, just a single negative experience has 4-5 times greater relative impact than a positive one. With this in mind, your call center should focus on reducing poor customer experiences, more so, in areas where customers come in to contact with the organization most often. Pull your team together and come up with a list of 10 negative experiences that you think might be affecting your customers’ experience negatively.
Offering excellent customer service is the only one thing that can give your call center a competitive edge.
Do you have any questions on how to implement changes in to your call center? CallCriteria.com is always willing to help you out.