Request Information
1.877.459.4347

Request Information

or Call 1.877.459.4347

4 Great Moves to Improve Customer Satisfaction in the Call Center

Moves to Improve Customer Satisfaction in the Call Center
August 8, 2015 / Rich Fox

For any business with a call center, improving customer satisfaction is the call center’s number one job. It’s what call centers are built and designed to do.

What a call center customer is looking for when he or she calls into a call center are a few key things. When a customer contacts your organization, usually they are calling with a question or inquiry about an issue they want to get resolved.

The customer’s perspective and expectations would be focused around these four items:

1.) Answer my interaction quickly so I don’t feel like I’m waiting forever. We’ve all experienced this, haven’t we? You’ve sat on hold for a ridiculous amount of time, listening to the comfort message loop around, reminding you of how important your call is to the company. But, does it feel like you are important when you are on hold that long?

With a good call center technology solution, you have visibility into your queues and wait times and can adjust your staffing levels and manage your levels of customer satisfaction accordingly.

2.) Have it answered by somebody who’s a knowledgeable, friendly person that can help me, empathize with me, and give me accurate information and answers. Often times, a caller is already frustrated and stressed out before they even dial the number. They want the person who answers their call to be empathetic, and be equipped to help them get a resolution to their issue.

3.) Resolve my inquiry on the very first interaction, and don’t send me to fourteen other departments so that I have to tell my story over and over again. Here’s another one we’ve all dealt with. That first tier call center agent is only capable of reading from their script and giving basic, frontline information. Once you identify they can’t help you reach a resolution, they send you to another department. Now, you have to start from the beginning and explain the history of your issue all over again. This person can’t help you either, and you get transferred again. The third person tells you that first department you spoke with is the one to handle this, and now you are back at the beginning. And starting to lose your mind from the frustration and incompetence. You’ve now wasted a half an hour or more and are no further in getting a resolution than you were on the first call.

There are many tools available to the call center to help improve in this area, such as skills-based routing, IVR and tracking first call resolution (FCR) via disposition codes in your call center software solution.

4.) If there’s follow-up required, follow through on those actions, make them happen, and don’t me make promises that don’t get delivered upon and make me feel like I just fell through the cracks and wasted my time. Any professional contact center will have well-trained agents who are prepared to handle all of the most common issues, questions and concerns they experience on a regular basis. But, once in a while, an anomaly will occur that can’t be resolved immediately and will require time to look into the issue more deeply, or need to be escalated to the appropriate person in the organization. What’s important here is to take measures to ensure that there is regular communication with the customer, and that that the party responsible for following up on their issue does so in as timely a manner as possible.

This is the time to utilize your CRM to set reminders for follow up steps and keep detailed notes in your records.

Now You’re in Business

If a call center can focus and deliver on those four key things, than that’s how they’re going to improve on customer satisfaction. Having the right technology solution definitely helps enable improved customer satisfaction, as well. If you’d like information about improving customer satisfaction in your organization’s call center, click here to download Evolve IP’s Ultimate Guide to the Call Center Metrics That Matter Most.

Categories: Contact Center
Listening To Needs. Solving Complex Challenges.

Helping enterprise IT focus on business results, not infrastructure

  • One of the nation’s largest and fastest-growing dermatology businesses estimates savings of $6.45 Million over 5 years

    View Case Study

    “Evolve IP’s digital workspaces have allowed us to acquire more practices in a faster and more profitable way. That is resulting in bottom-line cost savings and top-line business benefits.”

    – Jeff Francis, Vice President of IT USDP

  • International Law Firm Drives Communications Reliability Across 60+ Worldwide Locations and Saves Over $300,000 a Year

    View Case Study

    “That’s the type of proposition I like to bring to a Board of Directors. When I can say, ‘we can get everything new, be completely redundant, it can meet all of our needs and oh, by the way, we are going to save over $300,000 a year.’ It makes it easy for me to sell!”

    – Ken Schultz CIO of Ogletree Deakins

  • Financial advisory firm enables employees to Work Anywhere with an integrated platform

    View Case Study

    “The transition has been almost seamless to our folks, working from home full time. My team looks like heroes right now.”

    Ryan Easter, Director of IT and Principal at Johnson Investment Counsel

Simplify and future-proof your technology footprint with Evolve IP

It's nearly impossible to stay on top of every change in technology. Partner with Evolve IP and gain the combined experience of hundreds of technologists, all acting as an extension of your IT team. Helping you do more with less.

Recognized by:

Certified by:

close

Contact Us

or Call 1.877.459.4347
This site uses cookies for analytics, personalized content and ads. By continuing to browse this site, you agree to this use. Want to know more? Please check our privacy statement.
Close