How can you improve customer experience in a call centre?
While there are no definitive manuals that can guide you to deliver good customer service, certain basic tactics can guide you along. The goal of every business should be to keep their existing customers happy and rope in new customers.
While using metrics to measure performance of inbound call centre services is a given, the following tips will help you further to provide excellent customer service and build brand loyalty.
Pick up the phone!
This should be golden tip number one. No one likes their calls to go unattended. Especially, not your customers. Your customers have a choice. They can choose to do business with you. Or with your competitor. So if you aren’t listening, you must understand that someone else will. So if you are inundated with calls and you do not have the staff or resources to handle the call volume use call centre outsourcing services, excellent customer service and IVR facilities. Invest in good customer support services that can provide professional assistance. It will make all the difference.
Smiling on the phone really works. Smiles can’t be seen but they can be heard over the phone. Answer calls with a smile. Smiling affects your tone in a positive way. The positivity will be transferred to the voice. It also makes you sounds friendly and approachable. The pleasant vibes sent out by the customer service agent can be infectious and can upllift the mood of the caller too.
Greet by name
When you greet your customer by name, it personalizes the interaction. You immediately grab the caller’s attention and give the impression that you are focused on the call. Customers want to know that you are listening. They want your attention. When you personalize the call by using their name and other details, the brand’s involvement in the customer gets conveyed.
Say Thank you
Show appreciation and build good will by saying ‘thank you’. When customers experience a meaningful interaction with your brand that actually helped them and they put out a positive review, or when they bring in repeat business, or when they chose to call you and not a competitor, express your appreciation by saying thank you.
Consistent, good interaction
It is important to put in your best efforts into each and every interaction. Today, even a single bad experience can lead the customer to put out a bad review. And tell several others. So, even when customers face problems with your product or service, how you deal with the customer query will make all the difference in the world.
These tips along with the right performance metrics will up the game in inbound call centre services. The goal is provide the best customer experience. By adopting this customer centric approach you differentiate your brand and gain a competitive advantage. Phykon is always for you regarding excellent customer service and inbound call centre services.