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August 29, 2024
8 mins
Anyone who has tried using telecalling support knows how frustrating the cycle is. You’re forced to navigate endless menus, only to be met with long wait times and untrained representatives when you finally connect. These experiences are all too common. A Salesforce survey reveals that 61% of customers prefer speaking to a live agent and 75% believe phone calls offer quicker support, the reality often falls short of these expectations.
Learning how to improve customer experience (CX) in call centers is crucial, as it can be the most critical differentiator for any business. Poor CX can lead to significant revenue losses and damage a company's reputation. Fortunately, a robust strategy to boost customer experience can help businesses address these issues. By reporting and analyzing call center services, you can effectively address your customers’ concerns and improve their overall experience.
Hundreds of businesses are transforming their contact center customer experience using SquadStack’s cloud-based contact center solution. By enhancing the software and infrastructure SquadStack's Plug and Play allow small businesses to kickstart their telecalling campaigns in just 48 hours. With advanced technology and AI-driven processes, we are dedicated to improving customer experience in contact centers.
Let’s dive deeper into why improving customer experience in contact centers is essential. We’ll also look at detailed steps businesses can take to boost client satisfaction through telecalling support channels.
According to a report by NewVoiceMedia, poor customer experience causes businesses to lose nearly $75 billion in revenue annually. For 85% of customers, one bad experience is enough to switch loyalties, and 80% of those with bad experiences are likely to share them with others. Simply put, the stakes have never been higher. And this is why figuring out how to improve customer experience in call centers is vital. By placing a human on the phone with an existing or potential customer, your business can mitigate their concerns and provide effective solutions.
By boosting customer experience, you make people feel valued and incentivize them to return. You also create a team of loyal customers who vouch for your brand’s credibility. A case in point is the Seigel+Gale survey, which suggests that customers are 64% more likely to recommend a brand to others if it offers a superior customer experience. And it’s not just brand image or reputation that’s at stake. Figuring out how to improve customer service in call centers can significantly boost conversion rates and revenue for businesses.
As per CX Statistics, 86% of customers are willing to pay more for a better customer experience. Another Deloitte survey suggests that consumer spending can increase by up to 140% due to a positive customer experience. In short, good customer experience is at the heart of a business's success.
The first step in improving customer experience is to map your target audience's journey. Think of the entire arc of customer engagement. You need to consider every point, from the initial point of contact to the buying decision and post-purchase support. Think of the exact point at which a customer enters your call center and all the multichannel support systems they have encountered throughout the journey.
Mapping a customer journey helps contact center agents understand the customer’s needs and issues. This allows them to offer personalized services and support, boosting customer experience.
The abilities and confidence of call center agents play a significant role in call center operations. Therefore, training your agents is essential in boosting customer experience in call centers.
Every agent must be adequately trained to understand their role. The better the agents are trained, the better the customer experience is.
Well-trained and qualified agents are confident in their abilities, which translate into their services. Good training involves both onboarding and certifications, along with continued education and upskilling that helps agents stay on track with the changes in the field.
Microsoft’s Global Customer Service report states that 72% of customers expect agents to have information about who they are, their purchases, and previous interactions with the support team.
Unfortunately, this aspect is often overlooked when determining how to improve CX in contact centers.
Now, a call center might receive hundreds of calls daily, and adding a personal touch to every interaction can be a mammoth task. However, when a customer dials into a call center, the last thing they need is a disinterested agent repeating robotic instructions without understanding the actual problem.
Small actions, like addressing a customer by name or swiftly retrieving their details from the CRM database, can go a long way in boosting customer experience in call centers.
Tracking the performance of your agents is an integral part of figuring out how to boost customer experience in contact centers.
However, while tracking performance is essential, it’s only beneficial if you’re tracking the right metrics.
For instance, many contact centers focus on reducing the average handling time (the time spent with each customer on call). Reducing average handling time might be an excellent metric to measure CX. However, undue focus on cutting short call time can lead to increased callbacks and unsatisfied customers.
Therefore, tracking multiple metrics along with average handling time is essential. These include:
Today’s customers have higher demands from businesses than ever before. Therefore, it’s essential to meet your customers where they are rather than expecting them to make the effort to reach you. This is why providing omnichannel support systems is a great way to boost customer satisfaction in call centers.
Omnichannel support allows customers to contact you through their preferred channels. A TCN Consumer Survey revealed that 40% of customers felt that providing multiple support channels was the most crucial element of a company’s customer service.
Another 88% of customers expect to have an online self-support channel that can help resolve their issues. This can significantly reduce the burden on your call center agents.
Reducing call handling times is essential for boosting customer experience in call centers.
Leaving customers on hold for long durations can make them feel undervalued and frustrated. This can build mistrust and often prompt customers to switch loyalties. Good customer experience in call centers involves ensuring that your customers do not spend a tedious time waiting in line to get a response from your agents. This can be achieved by:
When it comes to figuring out how to improve customer experience in contact centers, this might seem obvious. However, you’d be surprised how many contact centers have workflows and scripts based on outdated customer data.
Therefore, to understand how to improve customer service in call centers, listen to your customers’ needs and challenges. An outdated suggestion might seem irrelevant to specific customers, whereas an overly technical response might be too complex for the rest.
The only way to navigate these situations is to collect relevant customer data. Understanding who your callers are is an excellent way to provide customer service tailored specifically to their needs.
Simplicity is the key to a good customer experience. Customers want the same simplicity and convenience in call center services as in one-click checkouts, instant communication, and quick shipping.
Therefore, to improve customer experience in call centers, aim to reduce people's effort. This can be achieved by:
Having a robust feedback system is one of the best ways to boost customer service in call centers. Customer feedback is essential to understanding the effectiveness of your call center operations and strategies.
By actively tracking and analyzing customer feedback, you can analyze the gaps between your services that might hamper the user journey. To create a robust feedback loop, you can opt for:
We have journeyed through the process of improving customer experience in call centers, and one thing has stood out at every step — cutting-edge technology and a robust infrastructure. And that’s precisely where SquadStack comes in.
With highly-trained telecallers, best-in-class connectivity, detailed dashboards, and call-quality assurance – SquadStack is your ultimate solution to boosting customer experience.
With cutting-edge technology, AI-driven insights, and user-friendly interfaces, SquadStack ensures a seamless and productive telecalling experience for your business. Here’s why SquadStack stands out compared to traditional call center services or in-house telesales teams:
SquadStack boasts a network of over 1,000 certified, vetted, and tech-enabled telecallers. Upon joining, they receive comprehensive training and certifications and are regularly assessed through mock calls to ensure top-notch performance.
Maximize your lead connectivity with SquadStack’s omnichannel outreach strategy. Seamlessly connect with your target audience through multiple channels such as email, IVR, WhatsApp, and more.
Leverage our analytics dashboard to make data-driven decisions for your business. This one-stop solution lets you easily monitor campaigns, track leads, and analyze call quality.
SquadStack offers a powerful blend of human and AI-driven quality checks. It analyzes 15% of calls compared to the industry average of 1-2%. Calls are evaluated using multiple parameters to ensure high agent performance and exceptional customer experience.
To enhance customer experience in call centers, begin by investing in training to ensure agents handle diverse customer issues effectively. Next, utilize technology to streamline operations and offer personalized service. Regularly monitor performance through essential metrics to identify improvement areas. Lastly, seek and analyze customer feedback to identify and address areas for improvement.
A strong relationship with existing and potential customers is essential for a company’s success. Therefore, figuring out how to improve customer experience in call centers is essential for: Building brand loyalty Improving customer satisfaction Gaining a competitive advantage over your competitors. Building brand image and reputation Increasing revenue and growth.
SquadStack's analytics dashboard is valuable because it provides a one-stop solution for monitoring campaigns, tracking leads, and analyzing call quality. By leveraging data-driven insights, businesses can make informed decisions, optimize telecalling strategies, and continuously improve customer experience.
Providing omnichannel support improves customer experience by allowing customers to contact businesses through their preferred channels, such as email, IVR, WhatsApp, and more. This flexibility meets customers where they are, reduces their effort to reach support, and ensures a more seamless and satisfying experience across different touchpoints.
SquadStack ensures high-quality performance from its agents through comprehensive training and certifications upon joining. Telecallers are regularly assessed through mock calls to maintain top-notch performance. Additionally, SquadStack employs a blend of human and AI-driven quality checks, analyzing 15% of calls to ensure high agent performance and exceptional customer experience.
