In any type of call center, your number one concern should be customer satisfaction. Whether your focus is sales or support, a happy customer is your ultimate goal. Because of its importance, we’ve written this article highlighting some best practices when it come to customer satisfaction in a call center. While not all call centers will have the resources to implement all of these tips, it’s important to recognize them and possible remodel them for your particular business.
Record your calls
Call recording is a feature that most call centers already have. But are you fully utilizing its capabilities? Call recording is a great feature because it allows you to go back and listen to past calls. This is extremely useful for monitoring your call center agents and their interactions with your customers. It gives you a first hand look into every conversation so it allows you to follow up with agents and make customer satisfaction changes if needed.
Utilize quality assurance tools
Quality assurance tools are created with customer service in mind. These tools allow you to measure a number of customer satisfaction related metrics. Quality assurance tools like agent scoring and call detail reports relaying information like "customer hold time" and "number of transfers" are essential to ensuring customer satisfaction. These tools' primary goal is relaying important statistics about your calls. For instance, if you see that customers are on hold for a substantial amount of time, you may want to make adjustments and thus, improve their experience and satisfaction rate.
Properly train and manage your agents
Call centers soar when their agents are well trained and informed. Your call center agents interact with your customers everyday. They’re the first people they encounter when working with your company. Because of this, your agents should know the ins and out of not only your company but your product or service as well. This will allow them to solve a customer's problem or supply them with accurate information right away. Customers appreciate a knowledgable staff assisting them.