How to Improve Your Inbound Call Centers Performance
Recent statistics reveal that 57.7% of inbound call centers offer interaction with their customer support over the phone. Further, 66% of call centers globally are in the United States.
Organizations around the world rely on their customer support to deliver superior customer experience because if they do not, their customers will take their business to a competitor.
To increase sales, you must make customer care a priority. Here are some great tips for improving customer service in your organization.
Provide an Option for Call-Backs
Recently, researchers discovered that 68% of customers will look more favorably at a brand that offers proactive customer service notifications. That is why it is important for your inbound call center to do two things.
One, your customer support should state precisely how long the wait time is to speak with a live representative. Customers want to know how much time you are putting them on hold.
Second, offer a call-back option. That way, a customer will not feel aggravated, having to drop what they are doing and wait a considerable amount of time to get an answer to their question. Having this option will make you competitive, create loyal customers, and boost profits in the end.
One way to help with offering continuing training opportunities is to create agent teams. Call center representatives like to learn from their peers, which helps camaraderie and building confidence. It will help lower employee turnover too, which can be costly.
Further, there should be an ongoing coaching session. This is a way to help your employees hone their techniques, methods, and skills on a one-to-one basis. The more you can help call center representatives to educate them and equip them with the skills and resources they need, the better they will boost the brand’s image with the superior customer experience they deliver.
Remember that the customer experiences your employees give are a direct reflection of your brand image.
Empower Inbound Call Center Representatives
When your internal policies are written and structured in a way that is incredibly complex, it will only frustrate workers and hold them back from a job well done. Therefore, you need to give them confidence by empowering them to decide. Making their own decisions will allow them to better help your customers, too.
This means allowing representatives to go off script. They need to know that this is only for cases when the situation demands it. As a result, you find that customer satisfaction goes up and employee happiness increases too.
Improve Customer Experience With XACT
Are you looking for an extension of your brand? Do you want to trust the right partner to outsource your inbound call center with? At XACT, they organically extend your brand.
XACT offers all the customer contact solutions you need to provide superior customer experiences, such as chat, email, phone, and internet support. They strive to deliver organizations, like yours, seamless customer engagement and support.
Dont wait to contact the professionals at XACT. Your customers will thank you for it!