1. Focus on soft skills to create an excellent customer
experience
Most of our compliments in the call center are related to how we
make our customers feel.
Customers expect the rational part of the call to run smoothly –
getting the soft skills right is where they really notice the difference.
2. Respond within 24 hours – even if we don’t have a definite
answer yet
We believe that it is important to respond within 24 hours –
even if we do not have a definitive answer.
If we don’t have an answer, we use the opportunity to explain
the delay to the customer and set their expectations.
3. We make it standard practice for agents to introduce
themselves
How an agent answers a call is so important, as it helps set the
tone of the whole conversation.
By getting our agents to
introduce themselves when they answer a call, the customer will feel that they
are talking to a “real person”.
This can also help agents build rappore faster and create an
all-round better customer experience.
4. Log social media contacts so we can staff the channel
appropriately
We use our CRM to log social media contact.
We then run reports to get an idea of the amount we deal with –
and alter our staffing accordingly to deliver the best possible service.
5. Reduce our focus on Average Handling Time
We have reduced the focus on Average Handling Time (AHT) and
increased our focus on the customer experience.
6. Segment customers by revenue to look after your top spenders
Segment customers by Average Revenue Per User (ARPU), so the
more they spend, the quicker they will get through to an agent.
This will help ensure that your top customers get the VIP
treatment they deserve.
7. Score our social media team on speed and customer
satisfaction
Our social media team’s performance is measured on speed and
customer satisfaction.
8. Respond directly to any negative feedback
We respond directly to any negative feedback – no matter how it
is received.
9. Give our agents complete ownership of a customer’s problem
We give our agents complete ownership of our cases.
This provides a single contact point for customers needing to
call us back.
10. Treat all customers with the high level of care and
respect you’d give if you’d upset them
I think we need to treat all our customers with the same level
of attention that we give to our customers that are upset.
11. Phones should take priority over emails
We think that phones should take priority over emails, as these
are people who require an instant response.
By contrast, emails come in from people who don’t expect an
immediate response and are happier to wait that bit longer.
12. Tailor our service for each customer
Tailor our customer experience to the needs of each individual
who comes through to our contact centre.
13. Keep customers “in the loop” about their order
Get our agents to make proactive outbound calls to your customers
to keep them “in the loop” about their order.
14. First call resolution
We have reviewed our entire customer journey to ensure all bases
are covered in the first call.
This has helped us to drive down repeat contacts and improve the
customer experience.
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