Call center customer experience: strategies that work!
Whether you’re making or receiving calls, it’s essential to have a solid, agile customer experience. Don’t forget that the customer experience should be evolutionary, requiring constant study and revision for a better return on investment. Here are some strategies that could help you improve your customer experience.
Minimised waiting time
Customers hate waiting on the phone, and that’s still a mild word. In fact, it’s one of the reasons why only 27% of customers have a positive perception of the service offered in a call center. No wonder they become so frustrated when they need to make a phone call to find an answer to their questions.
To optimise their experience, reducing waiting time is an absolute priority. What can you do? You can :
- Increase the number of call center agents and invest in training your agents?
- Introduce standard operating procedures for call transfers and waiting times, etc;
- Deploy self-care tools to avoid repeat calls and overflow in the call center?
- Optimise call routing and queuing.
A personalised approach for satisfied customers!
Improving customer interactions through personalised customer service is a recognised strategy, but one that few call center and agents use. Yet it is the key to an optimised customer experience. Indeed, call center tend to treat all customers in the same way, whereas customers expect to be valued first and foremost as human beings, but also through their individuality.
In other words, it is essential to invest in training agents to improve their commercial approach (human and commercial) in order to hook the customer. They will need to be able to understand the customer beyond product and service expectations.
And to ensure that the call center customer experience is as personalised as possible, it is essential to integrate an effective CRM tool into your customer management. This way, the agent will have all the information about the customer and the current stage of their journey with the company. It’s also a way of building customer loyalty, increasing orders and boosting revenue.
Simplify the inbound call process
When it comes to receiving calls, it’s essential to make the process faster and simpler so as not to have a negative impact on the customer experience.
This means removing obstacles (IVR, call transfers, queuing, etc.) and allowing customers to speak to an agent as quickly as possible. This way, the agent can respond to the customer’s problems from the very first contact. Offering a call-back service can be a solution if no agent is yet available.
A responsive agent to build customer loyalty
In addition to the fact that listening to the customer enables the agent to fully understand the customer’s problems and concerns, knowing how to listen and discuss will please the customer. It means providing a quality customer experience and fostering loyalty to the company. After all, 60% of customers leave a company because of poor customer service.
Listening to customers also means taking their feedback into account, whether through social networks, customer satisfaction surveys or the call center itself.
Use performance indicator tools
Using performance indicators for your call center, you can assess which aspects of your customer experience still need improvement. These indicators also allow you to validate your current strategy and the achievement of the objectives you have set.
Advancia Teleservices: Your call center in Tunisia that creates value for every customer!
It is normal that you have requirements regarding the approach you wish to take with your customers. Aware of the importance of the customer experience, our call center in Tunisia is committed to adopting a strategy that reflects your value and the esteem you have for your customers with every call. At Advancia Teleservices, a better customer experience is tailored to your business and personalised for each of your customers.
Do you need professional user support for your business? Would you like to outsource the commercial support of your business? Our call center in Tunisia offers you the widest range of customer relations services. Entrust us with your project!