CSAT or or customer satisfaction score is a crucial key performance indicator for many businesses. According to numerous market research, high customer satisfaction score is unquestionably linked to repetitive sales and increase in customer retention. On the flip side, low customer satisfaction score was associated with decrease in monthly revenue. Call centers are the main resource that many organizations tend to employ in order to improve their customer satisfaction. Here is an insight into how many of them help satisfy customers for the companies they serve.
It is important to entertain every customer’s inquiry. What is even more important is handling customer inquiries without making them wait or try to contact you multiple times. That is what you call first call resolution, where it measures the company’s ability to resolve concerns on its first contact. Small companies and startups always struggle with fast response times due to their lack of manpower which is why call centers service providers can be a great extension to a business.
With an abundance of agents at the ready, call centers guarantee that every customer is addressed as fast as possible. Even during peak hours, call centers utilize automation and IVR (Interactive Voice Response) to always engage customers no matter when they call.
More than 76% of people who call customer service drop their calls if there is no response within the first 5 seconds. Afterwards, most of them usually look elsewhere for business. There is a very tight margin in which anyone can lose customers. All companies need to be mindful of that and make sure that proper arrangements have been made to respond to customers quickly.
It’s common practice in most call centers to keep an updated database on most customers who call in. Everything from product preferences to call history is tracked and agents use this information to conduct their calls. This helps them add a personal touch to their calls.
For example, if an agent sees that the customer was not happy during their last call and their issue was unresolved, they can mention it to the caller and ensure swift resolution this time around.
This lets the customer know that a business doesn’t simply see them as a source of revenue, but genuinely cares about their concerns and actively responds to it. This leads to a higher satisfaction rate among customers.
Remembering every customer is not something every company can do. It takes a lot of time and resources to set up the necessary information acquisition channels. Plus, it takes training to teach call responders how to use the collected information in a call. A BPO Company is the ideal solution to this problem.
Active Customer Outreach
In some scenarios, outbound calls need to be carried out to customers during unforeseen issues. For example, online stores may need to notify customers if their package will experience delays in shipment. It is crucial to establish a two-way communication with the customer rather than just wait for them to call you to complain.
Call centers make sure to keep customers informed about any problems with their transactions, shipment, booking or complaint tickets.
By notifying them before they find out for themselves, customers will have the trust and confidence to do business again since they know that even if it doesn’t go smoothly, they will always be informed properly.
In the previous example mentioned, research found out that almost 31% of customers canceled their order if they didn’t receive it on time. However, if the customer was notified about the delay and ensured that it was being taken care of, that number reduced to almost 5%. Reaching out customers is essential for building loyalty and call centers specialize in just that.
While customer service calls can seem natural, they are actually the result of months of training and fine tuning. Call centers prepare scripts, flowcharts and standard operating procedures on how to handle any given call.
Every business is different and, therefore, every business demands a different approach to customer service. Call centers are well aware of this fact and continuously adapt and optimize their responses.
They adopt phrases and keywords that result in better calls while eschewing sentences that affect call quality. By doing this frequently between each call, centers can craft effective responses and call strategies that make sure that every customer who calls in will be satisfied.
Call centers are always developing new tactics to improve CSAT. These are just some of the strategies that are used in nearly every contact center. Companies can certainly start using some of these strategies themselves, but running an in-house customer service center has always been more expensive and difficult to manage alongside your core business.
That is why it is common practice for many to partner with a call center that can effectively handle customers with a high satisfaction rate. If you’re looking for a call center or need information on how to set up a customer service for your business, be sure to head over to our contact page to get in touch with industry experts.