Best Practices for Enhancing the Customer Call Center Experience
No matter the shape or size of your company, your success often depends on how you engage your customers. At no time is this truer than at their time of need?
Research has shown that 74% of customers globally expect genuine human interaction at all stages of their experience with a brand. This means that to succeed, you must ensure that your customer support service offers the human touch.
If you’re wondering how you can improve the customer call center experience to ensure genuinely satisfied customers, check out these essential call center best practices that you can integrate.
Well-Trained Staff Is Crucial
The secret to a positive customer experience is having well-trained agents. At XACT, we ensure that all our agents are well-versed in the customer journey and prepared to answer any question your customers might have effectively.
We also ensure that our agents are fluent in the art of good service so that every call can be a positive customer experience.
When your agents are well-trained, they are confident, comfortable in their role, and better equipped to deliver the service your customers deserve.
Always Know Your Customer
Keeping customers happy requires your agents to know who they are and why they are calling.
In fact, one study from Microsoft showed that most customers now expect call center staff to know who they are when they pick up the phone.
While it might not be possible for agents to know everything at the start of a conversation, simply making sure they take the time to get to know the person on the other end of the line can make a huge difference.
Knowing your customer means better service. It also means a speedier resolution and high satisfaction levels.
Keep Hold Times to a Minimum
This one might seem obvious, but it bears repeating. No one likes to be left on hold. The longer a customer is left on hold, the higher the chance of a negative customer experience.
You should always invest in your call center resources to keep hold times low.
Find out exactly what call volumes you can expect and when. Use this information to ensure that someone will be able to pick up the phone when they are needed.
Offer a Live Chat Service
While the human touch is important, it doesn’t always have to be over the phone. Most customer service inquiries can be solved in a very short span of time.
They may relate to routine questions about billing or how to use a service you offer. For these low-level inquiries, it might be worth investing in an online live chat service.
This can act as a filter, ensuring that only those with more complex questions actually pick up the phone. This frees up more resources and ensures better customer service.
Choose a Trusted Partner for Your Customer Call Center
Getting your customer call center right is no easy task. Nobody wants to be on the phone with customer service, so it’s your job to make this routine chore a pleasant experience that improves your company’s relationship with the customer.
For this, we are here to help.
At XACT, we offer tailor-made solutions to your customer service needs, and highly skilled agents that can solve your customer’s problems, whatever they are. Don’t hesitate to get in touch to find out how we can help.