Suffering from low customer satisfaction scores in your call centre? You aren’t alone.
To help your call centre improve this crucial performance metric, we’re looking at 7 actionable strategies for improving the customer experience. From changing service level targets, to deploying ESAT scores in your call centre, these techniques are designed to improve every aspect of the customer experience – and overhaul your CSAT scores in the process.
1) Change Your Service Level Targets
If you’re concerned that customers are dissatisfied with long waiting times, it may be beneficial to revisit your service level targets. The industry standard 80/20 service level isn’t optimal for every queue in every call centre. In order to find the right service level for each individual queue, it’s important to assess your current targets, and work out the cost of a new target. If that sounds complicated, don’t worry – we’ve written a blog post to show you how.
2) Improve First Contact Resolution
First Contact Resolution is a crucial call centre metric, and improving FCR has been shown to correlate with an improvement in CSAT scores. It’s estimated that a 1% increase in FCR can translate into a proportional increase in customer satisfaction – so it’s time to try increasing your call resolution rates.
3) Use Visual Queuing Systems
Visual queuing can have a huge impact on the customer experience, reducing the stress and uncertainty associated with unknown waiting times. These systems let customers know how long their queue is – allowing them to decide whether they’re happy to continue queuing, or whether they’d rather call back when queues are shorter.
As well as directly improving the customer experience, this can help smooth out variance in workloads – freeing up agents and improving the customer experience indirectly.
4) Offer Multichannel Customer Support
In the digital age, customers often want to reach out to companies through channels other than the telephone – whether email, text or social media. A multichannel strategy allows your call centre to engage customers on their terms, and allows them to choose when and how they want to reach out to your contact centre.
5) Reduce Customer Effort
‘Customer Effort’ is something of a metric du jour, often used to replace Net Promoter Scores when assessing the customer experience. In simple terms, reducing customer effort means streamlining the contact process – and making it as quick and painless as possible for callers to reach an agent.
6) Act on Customer Feedback
CSAT scores and customer feedback are useless if your company never acts upon their findings. If recurrent issues are repeatedly impacting the customer experience, it’s essential to take steps to act upon them. Whether queues are longer than expected, agents aren’t as helpful as they could be, or your IVR system is too convoluted, you need to be able to identify and resolve customer problems.
7) Start Using ESAT Scores
As the adage goes, happy employees make for happy customers. Your agents play a huge role in determining the quality of the customer experience, and low CSAT scores can often be attributed to dissatisfied and poorly trained agents. Employee satisfaction scores (or ESATs) function in a similar way to CSATs – allowing you to gauge employee satisfaction, and act upon areas which need improving.