9 Ways to Improve CSAT in Your BPO Call Center
Providing your clients’ callers a great interaction every time can do wonders for your CSAT score. If you’re seeking new ways to improve their experience within your BPO, a cloud communications system can help. Start growing your book of business and theirs today!
Being responsible for the success of your BPO means ensuring that your clients' customers are satisfied at the end of each call. And that’s no easy task with today’s rising consumer expectations…
The numbers don’t lie:
- In the U.S, companies lose nearly $700B in revenue due to poor customer service
- 61% of consumers say they stopped doing business with a company after a poor customer service experience
- 59% of customers say they have higher expectations for customer support than they did a year ago.
What these statistics tell BPO leaders is that your customer service is a revenue-impacting function for your clients. If you do a great job servicing their customers and help them increase revenue, you’ll have a client for the long haul! If those interactions are slipping, however, you may find yourself losing business.
It’s a risk no call center manager can take. And your success ultimately relies on properly measuring and improving your BPO’s customer satisfaction score (CSAT).
What is Call Center CSAT?
CSAT, or customer satisfaction, score is a measurement call centers use to determine how happy customers are, on average, from an interaction with a company. It is typically measured by asking customers to take a quick one-question survey after the call.
That question is: How would you rate your satisfaction with [company name]?
Customers can then rate it on a 1-3, 1-5, or 1-10 scale.
Call centers typically measure their customer satisfaction score as an average value or as a percentage, with 100% being a perfect score and 0% indicating no customer satisfaction received. Below are the calculations for measuring these two ways of evaluating CSAT:
- CSAT (average) = Sum of all score values / number of all scores
- CSAT (percentage)= (number of all positive scores / number of all scores) x 100
9 Ways to Improve Your BPO's CSAT Score
1. Measure the Right KPIs
If your data isn’t leading you to practices that will move the needle on customer satisfaction, you may need to re-examine what type of information you collect about your customers' experiences within your call center. Ensure the key performance indicators your organization is using to measure customer sentiment align with your business goals. Only then will you be able to turn insights from those KPIs into action.
Start by re-evaluating your call center metric benchmarks, make the necessary adjustments, and begin monitoring your customer satisfaction data to proactively review and communicate your BPO value with leadership and clients to help grow your book of business in the process.
2. Reduce Hold Times
Over 70% of customers get ‘extremely frustrated’ waiting on hold. And average hold time standards suggest that calls are answered within the first 20 seconds.
One way your BPO can reduce hold times is by optimizing your interactive voice response (IVR) phone trees and automated routing rules so customers aren’t taking unnecessary steps. Intelligent call routing rules can help customers reach the agent who can most efficiently serve their needs the first time. This is much better than bouncing your callers from agent to agent, wasting their time (and yours) as they explain their issue over and over again.
3. Queue Callback
Another way to reduce your call times and improve satisfaction is by offering the request for a callback. Queue callback is an easy-to-implement feature that gives callers the option to hang up (and go on with their lives) with the promise that one of your agents will return their call when it’s their turn in the queue.
Offering a callback option conveys that your company cares about your customers’ valuable time while also relieving pressure on your call center agents to rush through calls. Your agents will be set up to perform their jobs better, and your customers will feel as if they’re getting better service. Incorporating queue callback can also help your bottom line - reducing the on-hold minutes that are acquired as customers wait on the line.
4. Personalize Customer Conversations
No one likes to repeat themselves, so don’t make your customers do it with an automated system, then again with a live agent. Instead, integrate with your CRM so agents enter the conversation with context and can provide personalized support that saves both them and your customers time.
Research shows that consumers prefer personalized support. According to Microsoft, 72% of consumers expect contact center agents to know who they are, what their purchases were, and have insight to previous engagements.
Personalizing BPO conversations also helps improve your intelligent call routing rules. Smart call center software can analyze the content of conversations and map out what’s needed for a call to end in the desired outcome. Your software should then suggest rules to implement that will lead to more efficiency.
Empower your call center staff to engage with customers on an individual level by giving them a robust view of the customer, their information, and their history with your company.
5. Use Local Caller ID to Increase Answer Rate by 10x
When your BPO call center offers callbacks, make sure you’re using local outbound dialing to increase the answer rate and deliver a local presence. Our research shows that customers are 10x more likely to answer a call that looks familiar and displays a local number.
6. Increase Repeat Business with a Toll Free Number
Your customers shouldn’t have to pay extra to make a reservation or find support via your phone number. Deploy a toll-free number for customers in any region to interact with your business. AVOXI offers a deep roster of toll-free phone numbers in more than 170 countries. Drive more repeat business by covering the financial burden of your customers.
7. Leverage External Sources for Customer Insight
Monitor customer feedback from all channels to get a better understanding of your customer experience. Look to sources like online reviews, your web chat, or social media to see what callers are saying about your company’s ability to serve them via phone. Customers are often more honest when they can leave anonymous feedback online. Even if it’s brutal, honest feedback is the kind that will most help you improve your CSAT!
BPO’s should also consider conducting ongoing, random caller surveys, either through a phone-based survey tacked onto the end of support calls or through a targeted campaign at certain times of the year. Supplement quick, quantitative surveys that offer a numerical score about your services and agent performance with qualitative research such as open-ended questions or focus groups that go deeper into the customer experience.
8. Capture Feedback in Real-Time
Studies show that 90% of customers believe that organizations should provide the ability for customers to leave feedback. But, even then, only 51% believe that brands won’t take any action from it.
Raise your customers’ spirits and trust by asking them to remain on the line after the call has ended for a brief survey, or send them a post-call satisfaction survey via email or SMS message. SMS open and read rates are particularly high at 98% and 95% respectfully. With emails averaging 20% (open) and 22% (read), having both communication channels available allows customers to get their experiences across in real-time, in the way they prefer. Make it clear in your message that you welcome all feedback, and emphasize that the organization leadership will see and act on it.
9. Minimize Required Caller Interactions
Every customer service interaction matters. And only 40% of customers prefer talking to a customer service representative on the phone. It’s about meeting your customer base where they are, and that means you need to be prepared to provide support via an omnichannel approach. This includes:
- FAQs on your website
- Knowledge base to house product/services guides and troubleshooting documentation
- Social media monitoring
- And someone to answer contact and lead forms
Determining what your customers and prospects are frequently asking, as well as identifying emerging trends within your industry or network, are important steps in minimizing required caller interactions. A knowledge base with detailed content is a huge help to resolving customer issues before getting an agent involved. 57% of support calls come from customers who visited the company’s website first. You could essentially cut more than half of your inbound calls by creating and regularly updating your knowledge base content.
By having your team equipped to manage these other channels and quickly answer customer questions, you will not only improve customer satisfaction rates but also save your agents time so they can focus on more pressing inquiries.
A Better CSAT Score is Good for Business
As we stated earlier, even the most loyal customers don’t always want to talk with your business, especially if it’s to resolve a problem they think shouldn’t have happened in the first place. But if your BPO operates efficiently and your agents have the tools to expertly resolve their issues, your company has the chance to restore customer confidence in your brand and keep them loyal. If you’re still unsure of where to start when it comes to improving your customer experience (and your customer satisfaction score), talk with an AVOXI representative. We have a full suite of tools that will help your BPO deliver a superior customer experience, every time.
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