A business will flourish only when your customers are satisfied with the product and services that you have to offer.
Else your competiton is always there to grab your dissatisfied customers.
If you want to generate customer loyalty, you need to provide them with an amazing customer service whenever they demand it.
And your call center plays an important role here.
Gone are the days when call centers used to be considered as a cost play. Today, your call center plays a front facing role not just to acquire new customer but also to retain the existing customers.
A bad experience for a customer will not only make him churn but will also results in negative word of mouth.
Below are some of the call center best practices that you need to follow for providing exemplary customer service.
8 Call center best practices
1. Make customers’ experience memorable
No business can survive for long without customers.
As a front customer facing unit, call centers should focus on providing exemplary experience to its customers.
Providing a memorable customer experience will help you retain customers for a long period of time and customers will be a reliable source of revenue for coming years.
Also, it is one of the ways that can help you create differentiation and beat competition.
There is only one way to make your customer experience journey memorable: by genuinely feeling empathetic for the customer and then helping them solve their problem.
For that, you need agents who put customer first and are willing to go all out to drive customer satisfaction.
2. Create balance between technology and human factor
Solutions like chatbots and IVRs might be seen as relief by call centers but they may not be well received by customers every single time.
Imagine the last time when you were frustrated by the scripted conversation from an agent, without they putting any effort to help understand your problem.
No doubt 86% of customers still do not trust customer service tools.
Identify your customer journey and allow them to speak to a real person at their own will.
In short, ,make sure that customers can easily reach well-trained agents.
Ultimately, a call center of today needs to be a blend of technology and human factor with a flexibility to switch between the two at ease.
3. Make your first impression count.
You have only one opportunity to make a first impression.
Providing solutions to customer issues comes at a later stage. You need to impress clients right from the start.
Customers are likely to form their judgement within seconds. In fact, you only have 30 seconds to make a first impression.
Agents need to practice important call center skills like being patient, having the right attitude and practising active listening.
Agents should be trained to resolve issue within the first call itself because it increases customer satisfaction. Also, chances of recommending your company to other people by the clients increases.
Ultimately you need to ensureyou help clients believe that you are there to help them out with their issue. And then walk the talk.
4. Solve customer issues quickly and dedicatedly
It is no hidden secret that every customer wants their issues to be solved as quickly as possible.
And if you want to remain in the game you have to give what customer demands, i.e, great service.
You have to reduce the time taken to resolve issues and there are a number of ways in which you can do that like:
a. Provide real-time updates to customers about the status of their issue.
b. Give your CRM access to call center agents.
c. Streamline agents workflow to eliminate repetitive tasks.
d. Be honest and transparent about the time required to solve the issue.
5. Train agents on a regular basis
Customers don’t like to be put on hold for too long.
To avoid this situation, you need agents who can handle different kinds of customer issues quickly and easily.
Regular agent training becomes a must have in such a scenario.
Proper training will help agents to avoid making costly mistakes. Also, it helps call center agents to add new skills to their skillset.
In training, you must focus on product knowledge, soft skills and documentation.
6. Track customer satisfaction.
Providing excellent customer service is the ultimate goal of the call center.
Asking customers about their experience after every interaction should be a part of your tracked metrics.
It is important because customer satisfaction is directly related to customer loyalty.
A satisfied customer not only brings revenue for a long time but also brings in new customers as well.
So make sure that you record customer experience via surveys after every call and analyse those replies to identify the trends.
7. Have a centralized knowledge base
“Knowledge is Power.”
This is true for call centers as well because when agents have knowledge about products and how to handle issues, they can provide great customer service, faster.
Have a readily available knowledge base for the customer support team and it must include organization’s data, important documents, training modules and more.
When agents can easily access this knowledge base, they can handle customer issues effectively and efficiently.
8. Use customer feedback to improve performance
A customer can tell you a lot about how efficiently a company is performing.
But in most cases, a customer won’t tell how satisfied he is with the call center’s service, until he is asked for it in a feedback.
Only one out of 26 customers will complain about a poor experience and around 90% will just leave if they had a bad experience.
But out of the remaining 10 people, one would tell about his bad experience to other people.
Therefore, you must use customer feedback to reduce customer churn and improve satisfaction levels of the customers in the future.
If you want to remain in the competiton, you cannot ignore these call center best practices.
These best practices will help you provide amazing customer experience.
Every customer contact is an opportunity for you to make customers loyal towards your company.