Call center industry is on the the move in the recent years. Whether you operate an outbound or an inbound contact center, customer satisfaction tops the priority lists. On occasions, it is extremely difficult to know from where to start. It becomes absolutely essential to understand the best practices that will lead to an increased efficiency and address customer issues effectively.
This article will walk through some of the outbound call center practices to improve customer experience.
Focus on KPIs
How do you measure the performance of call center agents? There must be a set of Key Performance Indicators that tell you the true story. You cannot simple judge the performance of your agents by the speed. Needless to say, speed is vital but focusing on other parameters is equally important.
First Call Resolution(FCR), Average Handling Time(AHT) are some of the key factors that cannot be overlooked while determining the performance of your call center agent.
Empower Call Center Agents
When operating a call center, you want your agents to resolve customer queries and issues in a quick time. Less handling time is an important ingredient in the recipe of a successful call center. In order to maintain efficiency, you want to make your agents feel comfortable when they are handling customers. This is a great move to boost customer satisfaction.
Consistent Experience over all channels
A long time ago, a call center was mere a place meant for managing incoming & outgoing calls. But now, these traditional call centers have evolved into contact centers with multiple communication channels including SMS, chat, emails and social media.
As contact centers use newer technologies, it is important to check that consistent experience is delivered over all channels. Any inconsistencies in the communication channels will result in customer dissatisfaction.
It is important to remember that customers won’t necessarily prefer the mode of communication that you like, but rather they will have their own preferences. Delivering a consistent over all channels is the need of the hour and contact centers must find new ways for a positive customer experience.
Simplify the Customer Interaction
Keeping interaction with the customers simple is the key to score high on KPIs. Outbound call center services must be aimed to minimize abandoned calls. If possible, customers must be presented with a self-service options. Self-service is a proven channel to improve the customer experience. Over 67% customers prefer to use self-service tools over directly interacting with the company. This number is high enough to encourage you to adopt self service options. It helps to reduce support costs and the same time deliver a remarkable customer experience.