How Can Our Call Center Team Help You Provide The Best Customer Service?
Call Centers are fast-paced and demanding places. In this era where customer behaviour controls everything, the role of a Call Center team is becoming more and more challenging. Revenues have lost their top priority in KPIs, and the major focus is on customer experience. According to a survey, 88% of call centers consider customer experience as the key driver of a business’s growth. Hence, it is time for businesses to understand the importance of customer experience and outsource a team to handle customer interactions and provide quality customer experience.
Are you a business looking forward to outsourcing a Call Center? Get on board with Xcentric. For more details about our BPO Services, ring us at 0300-800-2094 or drop a query at [email protected] today.
6 Ways We Improve Customer Service Of Businesses Through Call Center Services
Outsourcing a team for managing your business’s customer interactions is a big decision. You might have countless questions in your mind, including the most important one – how will our team of Call Center agents enhance your customer service. In this blog, we have listed down all the tactics we use to enrich the customer experience for businesses. Let’s dig in!
1. Adopting Customer-First Culture
To create tailored interactions, knowing the target audience and their customer experience journey is important. Deeply understanding the audience and being aware of their motivations helps in drawing out personas and profiling potential customers. Hence, to provide the best customer experience to the target audience of businesses on board with us, we adopt a customer-first culture and make customer profiles to ensure that interactions are synchronized yet meaningful.
2. Listening Empathetically & Attentively
Often, a customer experience strategy that involves listening to the customers is overlooked by companies providing Call Center Outsourcing Services. A business can only know the exact thing its customers want by listening carefully. Hence, our call center team values the feedback and addresses the issues of all the customers positively on behalf of businesses.
Another way they show that the business cares is by restating what the customers say and letting them know that the opinion they gave is important. Most important of all, we train our call center agents to avoid interrupting the customers when they speak and only cut in the middle if there is a major concern or clarity. Therefore, making the customers feel heard.
3. Placing Callers On Hold
Imagine calling customer support and getting put on hold. You will get frustrated and annoyed, right? Well, it is the same for your customers who perceive a Call Center or support agent as their only way to communicate with the business directly.
Most of the time, businesses fail to meet this need of the customers and keep them on hold while checking with the relevant team to provide the right assistance. However, at Xcentric, we follow certain best practices to make sure that the call holding time is minimum and the customers are satisfied.
4. Improving Call Routing
Call routing is an important part of a customer service strategy, especially during the hours when the traffic of calls is at its peak. Ensuring that every call is diverted to the right Call Center Agent who gets into action for creating a positive first impression in front of the customers. All of this adds to the overall experience of the customers.
For building an effective call routing strategy, our call center agents constantly think over questions like how can they transfer a customer’s call to the right person quickly, or how to handle the calls requiring a long on-hold time, and the list goes on. The answers to these questions help them improve call routing and provide the best customer experience.
5. Personalizing Customer Interactions
Not just the politeness but the tone of the call center agents is also crucial to enhance the customer experience. In our experience, if the tone of the agents sounds irritated or tired, customer satisfaction decreases. Therefore, to avoid this, the agents at our Inbound Call Center personalize customer interactions by engaging with empathy statements.
6. Requesting Feedback For Instilling Sense Of Belongingness
By asking the opinion of customers about the services or products, we show them that the business cares. It makes them feel valued and helps in developing a great affinity with the brand. One way we do so when businesses outsource as their Call Center BPO is by asking their customers to fill in a survey form after ending the call.
The survey covers their feedback on how well their problems were addressed and how the services can be improved in the future. All in all, by requesting the feedback, we understand the customers of our clients better, instill a sense of belongingness in them and improve the customer experience.
Convinced to outsource the call center team at Xcentric and fully satisfy your customers? Get on board with us without any delay. For a project quote, ring us at 0300-800-2094 or email at [email protected] today.
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Improving customer experience is important if you want to retain more customers and generate high revenues. However, hiring an in-house team to provide customer support 24/7 can cost you a fortune – in terms of time, money, and even resources.
Hence, hire Xcentric as your partner Call Center Agency. We have years of experience in the field of call center services. Unlike other Call Center Outsourcing Companies, we do not only manage orders but also make sure that the customers are fully satisfied and provide all the telecommunication needs of businesses.