7 ways to improve your customers’ experience on your voice channel
According to Kaye Chapman of Comm100, “poor customer service is costing businesses across all industries more than 75 billion dollars a year.” ¹
While digital communication channels are everywhere in today’s customer service, most people still prefer to call brands when they need assistance. As many studies have shown, digital channels are preferred only when they work seamlessly. If a self-service channel fails to work, your customers are likely to pick up the phone for further support. What's more, the quality your customer experiences when they do pick up the phone to you is as important as ever. Which is why you need to ensure your agents and your call center are at the top of their game.
We’ve compiled the following seven suggestions to help you and your organisation improve your customers’ experience on your voice channel.
1. Speak like a human!
It sounds obvious, but your customers are humans too! Given the amount of information we’re exposed to on a daily basis, it’s more important than ever to connect with your customers and prospects in a real way. It’s likely that someone is calling you because they have had a frustration with one of your digital channels, so it’s important that your agents are empathetic and understanding while on the phone.
2. Have shorter waiting times
No one likes to have to be put on hold for longer than they have to. While eliminating ‘on-hold’ time is virtually impossible, it is best practice to shorten the length of time someone is on hold to avoid them feeling frustrated and losing patience with your organisation.
3. Regularly monitor your calls
Live call monitoring and instant feedback can be very useful to identify human and emotional factors that factual data alone cannot communicate.Plan to capture enough samples of calls, interactions, and different agents, so that you can make meaningful decisions.Monitor a mix of calls, including non-problematic agents and calls. Learn from successful calls.
4. Make feedback and coaching routine
Rather than giving your agents feedback sporadically, why not make it part of your daily or weekly operations? Identify low volume times at your contact center and put this time to good use. Remember that feedback can be positive or negative, and can come in many forms, surveys, scorecards, KPIs etc.
Genuinely coaching an agent will prove that you are invested in him or her, boosting both motivation and attrition rates in your organisation. Role-playing and refresher training sessions are just some of the ways you can support your agents and build company culture.
5. Display real-time call data prominently
Giving your agents a real-time snapshot of how the entire center is working together can motivate individual agents to contribute valuably to the team. Consider investing in a projection area that is highly visible to agents which displays data that give a glimpse of customer satisfaction and agent productivity.
6. Make Call center QA regular and timely
According to Leaddesk², learn and share best practice with your agents. Highlight the best calls and the best problem solving solutions. Don’t ignore unspectacular cases. There’s a lot to learn from agents that perform consistently and how they stay aligned with scripts. Analyze regularly. Set aside time and resources. Keep moving the goalposts. Keep tracking consistent but adjust your KPIs as your business changes.”
7. Monitor all channels
Customers don’t see your organisation in terms of different departments and communication channels. Technological developments and digital channels can play a major role to reduce customer service issues, but systems that aren’t integrated can cause more problems than they solve.
In a recent survey and report, the CallMiner Index, one of the key observations was to do with consumers’ channel preferences. The report discovered that consumers will use up to nine channels to contact an organisation to try and get the result they want. While web chat, social and website are on the rise for the preferred contact channel, respondents overwhelmingly declared their preference for the telephone as their primary channel.
If the customer support provided by your call center is omnichannel, then so should be your monitoring system and practices. The way in which your agents interact via email, live chat, and SMS are equally important.
Spearline is the leading network intelligence company in the telecommunications industry. Our platform enables enterprises and telecommunications service providers to test connectivity and quality on global telecoms networks, testing automatically at volume. If you are interested in benefiting from our platform, please get in touch with us.