4 Simple Ways For An Excellent Customer Experience

To understand how call centers can make a difference in providing a good customer experience you need to first understand the reason why customers make the call. 

The calls are made for seeking some service or solutions and the caller is looking for an immediate answer to his query. 

And for every business to grow and succeed providing the solution quickly to such customer inquiries using the call center software is the key.  

Check out why the importance of call centers in terms of providing a good customer experience has enhanced in the past few years.

1.    Improves Customer-Satisfaction Level

The customer always calls you because he wants an immediate solution to his problem. The overall process of customer support is the time invested in the call that ultimately decides the level of satisfaction of the customer.

And if you deliver the most appropriate answer at that instance, it automatically helps in building trust about your brand in the mind of the customer. 

With the help of cloud technology software, the cloud hosted call centers can easily include expert opinions while the agents are delivering the responses. 

Taking the help of call center software solutions, the agents can always take help of a remotely located expert if he is unable to answer the customer query. 

You simply cannot overlook the customer experience that can be made possible with the use of such call center tools.

2.    Improving Customer Support Scenario

To enhance customer experience, it is important to have a good understanding of the needs of the customers. Better understanding helps you in designing appropriate products and services. 

One of the essential features of the software is lead management that helps to improve the customer support scenario in a big way.

The software provides the agent with all the previous calling details of the customer and hence when he calls again the agent can start off warmly and develop a sense of bonding.

3.    Information-Based Interaction

The software from call center comes equipped with the custom relationship management (CRM) which helps in making the customer interaction more informative and result oriented. 

4.    Cloud Supported Customer Service 

Cloud is one of the biggest supports when it comes to customer service as it provides the agents with apt customer data. 

It, in turn, helps them to get a hang of the mindset of the customer. With such transparency, the agents are able to provide better customer support.   

Case Study

Let us consider a case study to understand how best call center software can help a company to improve its customer support.

Problem

ANS was a call center company that had a call flow of around thirty thousand per month. Naturally, it was a busy company and despite using the latest online call center software, it was struggling to cut down on call abandonment and improve the call retention rate.

Challenges

Being a busy call center company there was a high rate of call drop as most of the calls arrived at the same time. 

Many times no previous data was available regarding the customer which increased the average call time per customer and many times they were kept on hold for attending another call. It thus led to deterioration in the overall customer experience. 

Many times the agents failed to understand the customer request properly and hence provided improper information to them.  

Solutions

•    The call center company decided to use the call recording service to improve customer retention and customer service. 

•    The top management started monitoring the customer service calls and tried to understand the problem. 

•    They came to a conclusion that their representative was not able to deliver proper information to the customers and were struggling to keep up with the queries of the callers.  

•    To overcome this problem, the company decided to train the employees based on the past call recordings so that they are well-equipped to provide the right information in a way that the customer could very well understand.    

•    Also with call recording software, the agents could easily go back to the missed calls and review calls off-line and attend them properly. 

•    With the call recording feature, the representatives could easily go back and listen to any such call and confirm the details. 

•    In this way, they could serve the customers better by double-checking.

Results

It took several months for the company to get positive results. However, as the company continued the use of call recording feature there was a noticeable reduction in the call abandonment rate as the waiting queues were cut down.

Agents felt more confident while attending the calls as now they were well trained as well as had the advantage of using the most advanced call center tool.