Improving call center customer experience

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Improving call center customer experience
Delivering the ultimate call centre customer experience sets a company apart from companies that offer the same service. It makes customers loyal to the company solutions and hence more profits. The call centre is one major contact between the customers and the company. This is where the clients make inquiries, suggestions, orders and complaints. Thus, its importance cannot be overemphasized.
Best practices in call centre environment.
Call centre customer experience has strong bearing on the decision to buy a company’s product. It also determines repeated purchases on the same product. Call centre managers should be aware of the best practices and their effect on buyer behavior. Here are a few.
• Answer all calls on time: Most of the clients are annoyed with call taking too long and going unanswered. One of the best practices in the call centre customer experience is to answer calls by the third ring. Where possible set a self- serve service where customers can get solutions from automated services. This frees the call centre agents to take care of issues that are not too common.
• Professional voice talent: Call centre managers should try to hire professional voice talent at all time to ensure consistency across the board. The same should be deprecated on voice prompts in automated call centre services and temporary message.
• Redundant systems: It is good to invest in a redundant system that would serve the customers in case of an emergency. Studies have shown that where customers have high reliance on the customer centers to getting information on the brand, they seem to have less patience for natural disasters and failure of technology.
• The menu structure: It is desirable to have a m...

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...to the team.
2. Enable the agents to discuss their feedback with their seniors. Previous week feedback should be accessible by concerned agents and discussed with their managers. Managers should take an approach of praise rather that reproach.
3. Manage the agent behavior so as to optimize on achievement of goals. There should be set performance levels to enhance call centre customer experience.
4. It is important to share the vision that the call centre aims at. This should be broken down to specific tasks to achieve the vision.
Improving call centre customer experience is an effort which should result in customer loyalty and repeat sales. Call centre managers should look both at the service levels and the workplace environments to achieve success. Finally, it is important to set milestones to be achieved in call centre customer experience improvement program.

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