Business Insider Edition
#FeatureByBadenBower
Contact centres are increasingly seen as a vital part of the customer service mix, providing a direct link between businesses and their customers.
59% of people prefer communicating their questions and issues via live calls, according to a report from Time Doctor. The report consolidates data collected from Replicant, Hubspot and Salesforce. The same study shows that 94% of customers make them more likely to engage with a business again.
Customer service is vital to contact centres because it helps ensure customers are satisfied with their service. Good customer service can help build customer loyalty and repeat business. It can also help reduce the number of customer complaints, inevitably leading to increased customer satisfaction levels.
Outsourcing company Bruntwork shares ten ways to improve customer service in contact centres:
Teams should be appropriately trained and have the necessary skills to provide excellent customer service. This ensures that employees can help them keep up with their competition. Investing in training also reduces employee turnover, improves morale, and increases retention rates.
Contact centres need to be constantly collecting and acting on customer feedback. Regular analysis of customer feedback provides key insights that can be used to improve a team’s performance.
Technology helps contact centres stay efficient. They should use technological innovations to their advantage, like live chat, automated chat, and call monitoring.
Contact centres are high-stress environments, and employees are constantly under pressure. Companies should encourage a positive and friendly environment to keep morale up and follow the trend that emerged during the pandemic of work from home, where agents have a strong internet connection and a quiet work space.
It is essential to set realistic expectations for both employees and customers. This helps ensure everyone is on the same page and knows what to expect. Realistic expectations help set clear goals, avoid burnout, and prevent customer frustration.
If their efforts are appreciated, employees will likely continue going above and beyond for customers. This could include bonuses, paid time off, or even a simple thank you. This will create a better experience for everyone involved and ultimately lead to improved business operations in the company.
There’s only so much an employee will know how to handle at any given time. Managers should be readily available to their teams for support and guidance.
Contact centres must deal with customer complaints swiftly and efficiently in today’s competitive marketplace. These companies can show their customers that they value their business and are committed to providing them with the best possible service by dealing with complaints promptly. This can often be the difference between a satisfied customer and a lost customer.
Customer satisfaction is always a top priority for contact centres. It is important to review their performance and customer satisfaction levels regularly. Businesses can build loyal customers and keep their operations running smoothly by providing excellent customer service.
Contact centres should always aim to stay ahead of the competition and provide the best possible service to their customers. Businesses should always try to offer new and innovative services that improve the customer experience, which drives better morale and higher sales.
BruntWork is a top customer support outsourcing company headed by entrepreneurs with over thirty years of combined experience running remote teams out of the Philippines. Their personnel are highly-trained and provide stellar customer service, working 24 hours a day, 7 days a week. BruntWork’s team of professionals have excellent English at 70% less cost than their local counterparts.
#FeatureByBadenBower
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