Did you know that 88% of customers prefer voice calls with a live agent instead of using an automated phone menu?
But simply serving them with a call center isn’t enough. In fact, if you ask anyone, chances are, they’ll say they despise call centers.
This isn’t the time to ditch your call center services though. Actually, it’s the perfect opportunity to show your clients what you can do for them!
Keep reading for some simple tips on getting happy customers when they call your call center.
Table of Contents
Personalize All Calls
A cause of customer frustration is calling multiple times and having to repeat themselves. Even worse is when the agent gets the details wrong!
You can cut down this source of frustration by linking your calls to a CMS and inbound call routing (such as the solution linked here). That way, when clients call, your agents already have all their information on the screen and can assist them straight away!
Make sure your agents greet callers by name and inject little touches of personalization to ensure customers feel valued.
Work on First Call Resolution (FCR)
The more customers have to call back, the more frustrated they’ll get. So FCR should be a goal every agent strives for.
There isn’t a blanket solution to eliminate callbacks though. Instead, you need to analyze why clients are calling multiple times and go from there.
For example, if customers keep calling to check when service will be restored after an outage, you can implement a callback service. That way, your company is proactively providing real-time information and customers won’t have to keep calling beyond the first interaction.
Provide Thorough Training
In many cases, customers feel like they know more than the agents do. As you might imagine, this doesn’t reflect well on your company.
Don’t cut corners and thoroughly train every agent. Ensure they know your company inside and out, especially its products and services.
This can help with FCR, as customers won’t be passed from agent to agent, hearing conflicting information.
Cut Down the On-Hold Time
Many brands tell their clients “your time is valuable to us” but never prove it. Being on hold for a lengthy period of time can make a caller feel unvalued by your company. So they’ll likely hang up and try your competitor instead.
Better staff training will decrease on-hold time already. But you also need to study calling trends throughout the days and hours. That way, you can properly schedule shifts with enough agents to handle incoming calls, especially during peak hours.
Start Getting Happy Customers
Happy customers start with the best customer experience possible. And that’s only possible if you invest in customer care.
By personalizing calls, focusing on problem areas (and fixing them), cutting down on-hold time, and providing adequate training to your call center team, you’ll be able to better serve your clients. And that’ll keep them coming back time and time again!
For more business tips on getting satisfied customers, keep browsing our blog page now!
