59% of people prefer to communicate their questions and issues via live calls, according to a report by 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 for contact centers because it helps ensure that customers are satisfied with their service. Good customer service can help build customer loyalty and retain customers. It can also help reduce the number of customer complaints, inevitably leading to increased customer satisfaction levels.
1. Invest in training
Teams must be appropriately trained and have the skills to provide excellent customer service. This ensures that employees can help them compete against their competitors. Investing in training also reduces staff turnover, improves morale and increases retention rates.
2. Learn from customer feedback
Contact centers must constantly collect and act on customer feedback. Regular analysis of customer feedback provides key insights that can be used to improve a team’s performance.
3. Take advantage of technology
Technology helps contact centers stay efficient. They must use technological innovations to their advantage, such as live chat, automated chat and call monitoring.
4. Allow working from home
Contact centers are very stressful environments and employees are under constant pressure. Businesses need to encourage a positive and friendly environment to keep morale up and follow the trend that emerged during the work-from-home pandemic, where agents have a strong internet connection and a quiet workspace.
5. Create an environment where teams can succeed
It is essential to set realistic expectations for 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.
6. Reward good work
If their efforts are appreciated, employees will likely continue to go above and beyond for customers. This can 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.
7. Guide employees
There are only so many things an employee will be able to handle at any given time. Managers should be readily available to their teams for support and guidance.
8. Effective complaints management
Contact centers need to handle customer complaints quickly 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 quickly. This can often mean the difference between a happy customer and a lost customer.
9. Regularly review team performance and customer satisfaction levels
Customer satisfaction is always a top priority for contact centers. It is important to regularly review their performance and level of customer satisfaction. Businesses can retain customers and keep their operations running smoothly by providing excellent customer service.
10. Always strive to improve and exceed customer expectations
Contact centers 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 improves morale and increases sales.
How Bruntwork succeeds in outsourced contact centers
BruntWork is a leading customer support outsourcing company led by entrepreneurs with over thirty years of combined experience managing remote teams outside the Philippines. Their staff are highly trained and provide exceptional customer service, working 24/7. BruntWork’s team of professionals have excellent English at 70% less than their local counterparts.