A business will continue to flourish till the time your customers are satisfied with your product and after that with your service.
Because your competiton is always there to grab your dissatisfied customers.
If you want customers to be loyal to you company for a long time, you need to provide them with an amazing customer service on a regular basis.
A call center can help you retain customers and achieve revenue goals for the company.
A bad experience with a customer will not only make him leave but also it results in negative publicity because the customer will talk to other people about his experience.
Below are 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. So, every call center should focus on providing exemplary customer experience.
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 beat competition.
2. Create balance between technology and a human factor.
Solutions like chatbots and IVRs might be seen as relief by call centers but it is not well received by customers. Around 86% of customers still do not trust customer service tools.
Customers want to speak to a real person and not a robot. Make sure that customers can easily reach well-trained agents.
Upgrade call center technology so that you can provide a human touch.
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.
To do that, you need to be patient, have the right attitude and practise active listening.
Clients are likely to form their judgement within seconds. In fact, you only have 30 seconds to make a first impression.
That’s definitely not a lot of time. So make sure you make clients believe that you are there to help them out with their issue.
Make sure you solve the issue within the first call because it increases customer satisfaction. Also, chances of recommending your company to other people by the clients increases.
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 access to your CRM 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. Provide call center agent training 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.
Agents will be able to do that when they are provided call center training regularly.
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. Ask customers about their experience after every interaction and at least every year.
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, fast.
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.