Amazing 4 Ways To Build Customer Centric Culture At Call Center


Call centers are the platform that enables the communication between the agents and the customers more meaningful. 

And you can ensure a result oriented and productive communication through a call center software by using the necessary information extracted from the customer data. 

This data can be effectively used to introduce and establish a customer-centric culture in the environment of a call center. 

But for that it is quintessential that you are aware of those specific practices that make the activities by the customer and agent more customer-centric. 

Also, you must also evaluate why that activity is important for your call center.  To get the solution, you need to understand the psyche of the customers. 

Whenever a customer calls a call center, he is seeking for a solution. The customer’s perspective is that he should get an instant and apt solution.

This is where the attitude and the behavior of the agent come into play as it decides whether your call center is offering customer centric service or not. 

Here we are discussing few tips that will guide you for developing a customer centric culture within your company. 

1.     Understand Needs And Interests Of Your Customers

For achieving customer centricity, you must understand the customer completely in terms of his needs, interests as well as behavior. 

Customers may have varying prerogatives when it comes to contacting your agent for call center software solutions. 

Few customers may be happy with a good service whereas a certain set of customers may focus on accuracy and promptness.

Segmenting the customers based on their requirements helps you deliver the right kind of service expected by the customer in an effective way thereby making work more customer-centric. 

2.    Make Customers Aware About Product Features

One of the best ways to make your organization customer centric is by making your customers aware of your products and services. When the customers are aware of all the features, they can use them to the fullest potential.  

Also, when a customer is well-aware of your product, he will gladly provide useful feedback which can be considered for improving your services further. 

3.    Flawless Customer Experience


Providing flawless customer experience is the aim of all the call center companies. And for that, you must try to minimize the gap between the expectations of your customers and the services you are offering. 

It can be easily done by applying the human efforts as well as the technology in right direction. 

The best way is to pre-empt the needs of the customers and then design your services based on them. Cloud technology can help a great deal in providing the customers a seamless experience.

4.    Use Accurate And Intuitive Technology 


While developing a customer support system, ensure that the technology and tools you are using are intuitive and accurate. Using best call center software hosted on clouds such as IVRs and cloud hosted dialers you can make the system more customer centric and well-equipped.

Case Study


Let us consider a case of an insurance company that was struggling to improve its communication with the customers and provides them a seamless experience.  

Problem


SIM1 is a leading insurance company having customers from varying fields including churches, commercial policyholders, auto as well as home customers. With more than 1, 00,000 customers, SIM1 was struggling to provide flawless service to them. 

Moreover, it also wanted to reduce the overheads and hence decided to cut down on physical offices and instead established virtual offices and relocated their employees at positions where they can telecommute easily. Now they needed;

•    A communication solution so that the employees could collaborate with each other as well as with customers from remote locations.

•    A platform that offered a strong video communication solution.

Solutions


After evaluating various solutions, SIM1 decided to select the latest call center solutions that offered unified communications platform for the company on all the employee desktops thereby making the collaboration process between employees and their communication with the customers seamless. 

Result


•    The special instant messaging, video, voice, and meetings feature enabled SIM1 to get closer to offering customer-centric environment.

•    The unified solution of communications increased the collaboration as well as efficiency for the employees resulting in employee satisfaction. 

•    Employees could easily see the present information of their colleagues anytime as well as could share the screens and even switch the channels of communication.

•    It resulted in better productivity and fostering excellent relationships with the employees and also with the customers.  

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