Businesses today are drowning in a sea of data─call centers produce tens of billions of gigabytes and work-hours per year, almost all of it recorded. For call center managers, this represents an incredible opportunity to fine-tune processes, come up with innovative solutions to problems, and increase profitability. However, it can be difficult to know where to start, let alone identify action points where change is needed.
What is the best way to ensure that customers are delighted by their service experience? Is it tracking KPI’s like AHT or FCR? To be sure, metrics are an important component to managing a well-functioning call center. But beyond and between the numbers, how do you create a customer experience that truly makes the customer feel engaged and valued? The answer is in the quality of agent-to-customer interactions as a whole.
You know you need to keep track of your call center's performance. Perhaps you've sent out surveys before, but your customer satisfaction survey failed to satisfy. Maybe you didn't get enough replies, or the completed questionnaires you did receive didn't give you the information you needed. Here are some pointers on how to increase your customer satisfaction survey response rates.
You’re tracking KPI’s. You’re managing queues and hold times. Your call center seems to be running like a well-oiled machine. Or is it? Here are 7 call center mistakes you don’t realize you’re making.
Your business might have everything else worked out, but your call center is where the rubber meets the road. It's the interface between your company and your customers─your business may stand or fall on the quality of your customer service.
According to the American Express 2011 Global Customer Service Barometer, 78% of customers have canceled a transaction due to bad customer service. Hiring the best call center agents is vitally important to your company's future, as well as your bottom line.
The old adage that the Customer is King is even more true today than it has been in the past. The stakes are higher than ever for call centers to consistently provide top-notch service to customers.
According to a survey conducted by Dimensional Research, 95% of customers report that they tell others when they have a bad customer service experience, and customers are 50% more likely to share a negative customer service experience on social media than a positive one. Thus, as important as it is to make the customer happy, it is perhaps even more important to avoid making the customer unhappy.
Real-time data for customer service has the power to customize, prioritize, and synthesize the needs of your customers. Gone are the days when customer service data is simply logged by agents to be compiled and reviewed later by managers and analysts. Rather than using such data after the fact, agents now have access to real-time data for customer service in order to provide the best possible customer care.
Did you know that 52% of the time someone sits down at their computer, opens their web browser and visits a webpage, the first page they visit is Facebook?
People spend a huge portion of their day on social media. Likely because businesses immediately took advantage of the plentiful marketing opportunities, the average user now expects customer service options through social media as well. Not only that, they expect the customer service to stay consistent in quality and branding through the other channels your call center offers.
Remember when people’s keyrings used to contain mainly, well, keys? Nowadays everyone is walking around with a fistful of plastic tags, each representing a customer loyalty program.
Over the past several years, it seems companies have focused increasing effort on encouraging customer retention programs, and for good reason: Studies show it costs companies 5-10x more to acquire a new customer than to keep an existing one.