A good company satisfies its customer, but one at the top of the ladder delights its customer with the offered products and services. A customer feels happy when you understand him but is overjoyed when his emotions and beliefs are understood.
Hence, providing an exceptional product or service is not enough. But offering your customers the timely assistance, instant solutions and easy services are things what they expect from you in addition.
If you have a call centre, chances are that you might have to deal with a lot of unhappy, irate and unsatisfied customers. There can be numerous reasons for the same such as-
- Poor customer service
- Incorrect resolution
- Late resolution
- Customers finding it difficult to reach the customer service department, etc.
Therefore, you must change the way you operate your call centre and should incorporate some innovative tactics to improve its operation.
5 top call centre improvement tactics
Enlisted below are the tactics that are found to be used by top call centre outsourcing companies. Let’s see what they are-
Identify your target audience and create buyer personas
If you don’t know who your target audience is, how would you resolve your customers’ query? So it’s pivotal to first identify the target audience and gather some useful insights about them. This will help you create your buyer personas and understand why customers prefer you over your competitors. You must know the kind of customers you are serving and what you are doing to make their life easier.
The best way to understand your audience would be to put yourself in their place. You would be able to perceive everything from customers’ point of view.
Conduct a call centre root cause analysis
In order to identify the real cause behind the problem that call centre faces, it’s important to conduct a root-cause analysis. If the root cause of the problem is identified, then the recurring issues can be eradicated permanently. Basically, root cause analysis is associated with three elementary questions:
- What is the problem?
- Why did it occur?
- What steps could be taken to prevent it from recurring?
Therefore, call centres must perform root cause analysis to provide splendid customer services to the patrons.
Find out additional expectations of customers
As I mentioned above, excellent product and services aren’t the only things that customers look for. But they want something extra that can give them a wow experience. Such things could be 24 hours customer support, first-call resolution, simple and easy service etc. There are customers who don’t want to contact agents to get their problems resolved, instead they want to solve their problems on their own. For such customers, the finest call centre outsourcing companies provide their customers with self-help options so that the latter can resolve their problem on their own.
Use Artificial Intelligence to improve the quality of the call centre
When a call centres’ quality takes a dip, then its manager hires quality assurance experts to improve the call centre’s quality. In fact, it’s a very good strategy but do you really think hiring a large number of agents for quality assurance would be efficient? Absolutely no, if we talk of its scaling.
However, leveraging the power of artificial intelligence could be helpful in improving the quality of the call centre.
If we believe the reports of Narrative science, 80% of executives agree that AI improves employee’s performance and create jobs.
Artificial intelligence can be used to store, collect and link deep customer intelligence that will help quality assurance teams to perform at a higher level of efficiency.
Ask your customers for feedback
Well, this is one of the most important aspects that are helpful in making customers happy and in improving the call centre’s efficiency. When agents ask feedback, the customers feel delighted because the latter think that their opinion holds some importance to the business. However, for businesses, a customer feedback can be helpful in improving the quality of offered products or services.
The above-mentioned tactics are basics and must be employed by every call centres if they want better productivity with both quality and efficiency.