Table of contents
While digital communication channels are everywhere in today's customer service, most people still prefer to call brands when they need help. As numerous studies have shown, digital channels are only preferred when they work seamlessly. What's more, the quality of your customers' experience when they pick up the phone is more important than ever. That's why you need to make sure your call center agents are at the top of their game.
Make it easy for your customers to give feedback
The more you know about your customers' experience, the better. Customers want to know that you're listening to their wants and needs. Dialer is one of the best ways to get customer feedback on what they like and don't like about your call center and your agents. Consider asking your customers to complete a short survey after each call. Another option is to end each call with a question about how you did and what they would improve for next time.
Talk like a human being and show empathy
It may seem obvious, but your customers are human too! Given the amount of information we're exposed to on a daily basis, it's more important than ever to communicate with your customers in a real way. Someone is likely to call you because they've had a frustration with one of your digital channels, so it's important that your agents are empathetic and understanding on the phone.
Devote time to coaching and give regular feedback to your agents
Genuine coaching of an agent will demonstrate that you are invested in them, increasing both motivation and attrition rates in your organization. Role-playing and refresher sessions are just some of the ways you can support your agents and reinforce the company culture. Rather than giving your agents sporadic feedback, why not integrate them into your daily or weekly operations? Identify low-volume time in your contact center and put it to good use. Remember that feedback can be positive or negative and can take many forms, such as surveys, dashboards and KPIs.
Ensure that call center quality assurance is regular and timely
Learn and share best practices with your agents. Highlight the best calls and problem-solving solutions. Don't ignore unspectacular cases. There's a lot to learn from agents who operate consistently and how they stay aligned with scripts. Analyze regularly. Set aside time and resources. Keep moving the goalposts. Keep consistent tracking, but adjust your KPIs as your business evolves.
Have shorter waiting times
Nobody likes to be put on hold longer than they have to. While it's virtually impossible to eliminate waiting time, it's a good idea to shorten the amount of time someone is on hold to prevent them from becoming frustrated and losing patience with your organization. What's more, waiting too long can cost you customers. Keep your answers and thoughts short and to the point.
In short, voice communication is important for a successful customer experience, because it enables you to get closer to your customers by listening to their needs and problems. For good communication, you need to make it easier for your customers to communicate with you, be more human in your responses (have empathy), ensure the quality of the call center and, above all, keep waiting times short.
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