How To Improve Customer Services Analyzing Six Sigma

A company has to ensure that customer support services are moving in tandem with the goals that the company has set in advance. 

Zendesk data has revealed that around 80% of customers leave a company due to bad customer support. 

Therefore, the primary aim of a company should be to offer astute support to consumers round the clock. Installing call center software to this end is, thus, critical.

During six sigma analyses, businesses should not overlook the subject of customer experience (CX). It is fully based on the customer’s needs, and identifying the tools that are capable of fulfilling their expectations. The call center software solutions tool is beneficial for proper call center analysis.  

What is CX?

Customer experience refers to the summation of a relationship that a firm has with consumers, with a focus on key issues. 

Proper analysis of CX helps a company to gain greater insight into the firm’s loyal customers, brand advocates and overall revenue generation capacity in a particular year. 

Business can integrate call center solutions into the system to extract right data about customer’s feedbacks and appreciations.

What is Six Sigma?

Six Sigma helps to know the necessary factors, which requires running business in a smooth manner. It gives accurate information on various issues relating to your call center’s efficiency, calling program implementation and much more. 

The use of the best call center software can be an ideal way to keep tracking your CX and Six Sigma without any problem. In fact, calling software does come with the automated toolkits necessary for the analyses of CX and Six Sigma. 

Six Sigma techniques let you dig out the reason why your CX fails despite best efforts. According to Martha, 33, call center executive at Miami, “Six Sigma and CX are correlated. 

Whenever you analyze CX then Six Sigma needs to be checked out too”. Toolkits like cloud customer service software facilitate easy comparison of the call center’s performance and profitability in a given period.

Six Sigma is a “means” to reach CX - the goals or “end”. This is can be better illustrated through an example; suppose 97 out of your 100 customers are satisfied then it means you have to reach out to the unsatisfied 3 of them to analyze their feedback. 

Entrepreneurs can reach aggrieved customers by integrating the best telemarketing software into the system.

Integrating CX with Six Sigma: Top 5 Benefits

1.    Call Conversation: By maintaining a call conversation history, you can easily get to know who your satisfied customers are and who are not. Many times, customers spill the beans over a telephone. Businesses should record such important voice data to the system for further scrutiny. 

Advanced calling tools like outbound call center software are indispensable at call centers because it records the entire calling conversation into the system without any hassle. 

2.    Personal Touch: Calling each caller individually and taking their feedback about a specific product or services will also help you know where your call center is doing wrong. 

According to the Internet and American Life Project of Pew Research Center, around 58% of the American people do research before purchasing a particular product and service. 

If you don’t provide personalized services to customers, then they won’t do business with you again. The use of the outbound calling software is a good way to enhance your call center performance without incurring heavy expenses.

3.    Leadership: A call center supervisor has to lead from the front. When his staff or employee isn’t capable enough to resolve a customer’s doubt then the contact center owner has to initiate a chat with the customers directly using conference call support option available on virtual call center software. 

It also supports whisper mode through which a telecalling agent can get vital tips from his supervisor during a live chat without a customer’s knowledge. 

4.    Important Metrics: Studying appropriate call center metrics is extremely prominent. Starting from first call resolution to average time taken by a customer to answer a customer’s query, entrepreneurs should study such metrics carefully to improve the CX strategy. 

5.    Proper Training to staff: Every call center should have experienced staff to tackle the challenges of a contact center. 

Business should provide cloud contact center software to an outsourced agent that manages customer’s query in a systematic manner. Sales agents can utilize these tools easily without any issue even with a little or no technical skills.