More than ever, companies rely on virtual and inbound call centers to handle all of their customer service needs. However, it takes more than friendly customer service to deliver an exceptional customer experience. Organizations use call centers for much more than answering a high volume of customer inquiries. Companies use call centers to please customers and achieve revenue goals daily. Therefore, call centers must drive performance upwards to remain competitive in the industry constantly. Here are some of the best call center practices for improving customer experience.
Focus on Customer Experience
Studies have shown that over 87% of consumers are willing to buy more products from businesses that provide great experiences. Inbound call centers play a key role in providing these excellent customer experiences that ultimately generate revenue, so everything from the standard greeting to agent training needs to be designed with the customer in mind. Additionally, businesses should regularly seek customer opinions about call center experiences by administering surveys.
Train Agents Effectively
The customer experience delivered by inbound call centers is highly dependent on how prepared the agents are. Practical training is probably the most obvious solution for improving performance, but it is an area that could be improved on at many organizations. Training your agents to perform at a high level is the foundation of your organization, and the entire training process should be treated with proper care by the supervisors.
Resolve Customer Issues Quickly
When a customer calls into your organization, they want their issues resolved as quickly as possible. Quickly finding solutions to customer problems will also increase your customer satisfaction. Some methods you can use to speed up the process include:
- Streamline customer support agents’ workflows by automating repetitive tasks
- Manage expectations and be transparent about the timeline to solve their problem
- Update customers on the status of their issue frequently
- Provide call center agents access to your CRM
Empower Your Agents
Call center agents who feel valued tend to be more engaged at work. They take ownership of their roles and assume responsibility for business results. This leads to more productivity, innovation, and increases performance. Giving agents a voice in the decision process for issues that affect them will make them feel like their presence at the company matters. Encourage agents to act in favor of the customer without unnecessary escalations. This will make them feel rewarded for providing excellent customer service.
Contact TeleRep Today!
If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.