For a successful business, customer satisfaction is what matters most. This is so because if customers are satisfied with the brand, they are unlikely to leave it. If the brand continuously delivers products and services according to expectations, customers are likely to buy more. This, as a positive consequence, leads to splendid business growth.
However, these days achieving high customer satisfaction has become a challenging task. That’s the main reason why reputed call centre service providers are approached to take care of customer service operations.
Call centres in UK are famous because they know how to exhilarate the CSAT score. Here’re the measures that are used in contemplation of attaining high customer satisfaction, so pay heed:
1. Minimize Hold Times
For high customer satisfaction, service interaction time should be kept as low as possible. It is so because if AHT is less, the CSAT score is bound to jump. Besides elevated CSAT score, low AHT also aids in enhancing sales growth.
Whenever customers’ requests get handled quickly, this sends a positive signal about how much the brand is willing to help. According to a study by Harvard Business Review, when customer service requests are resolved in less than five minutes, they are likely to spend more money on the brand.
Whenever customers choose to avail solutions through the voice channel, they have to get through a labyrinth of menus and options. After browsing so many options, when customers choose the right option that enables them to connect with support agents, sought things are ‘Swift response’ and ‘Quick solutions.’
After being connected with support agents, customers want issues to be resolved in a jiffy. But when they are put on hold, this really affects their service experience very badly. As a negative aftereffect, the CSAT score drops significantly.
That’s why efforts are put to minimize hold times. Here are measures taken to lower down the average hold time:
• Knowledge base gets kept updated.
• Training programs are reinforced.
• Customer calls are monitored with the purpose of knowing about those issues which are taking too much time to be resolved.
2. Multichannel Support
To win customers’ hearts, it is imperative to offer them the luxury to avail desired solutions through multiple support channels. These days, newer communication channels like social media, live chat, etc. are the first choice of customers. Thus, it is instrumental to provide omnichannel customer service.
If assistance is provided on multiple mediums, customers are likely to avail support solutions on their preferred channels. This definitely builds the CSAT score.
Thinking providing customer service on multiple channels could be proved expensive? You are thinking in the right way. To avoid excessive operational costs, call centres in UK are approached.
3. Agent satisfaction is the first priority
Call centres in UK always strive for high agent retention rate because they know if support reps stay around for a long time, customer service operations can be handled with the flying colours. This really matters because if agents are happy, they are likely to assist in a way that brings a smile to customers’ face.
But the harsh reality is keeping agents happy in call centre operations is extremely tough because tedious work culture and gruelling daily targets make service reps frustrated, which as a negative consequence, results in high employee turnover rate.
To uplift agent satisfaction, employee engagement activities get conducted from time to time. Such as:
• Fun activities get conducted during off-peak hours.
• Competitions are conducted, where lucrative incentives are on the stake.
• Agents are requested to come forward if they require additional training to get the job done perfectly.
Owing to these measures, they not only take agent retention rate up but also put the CSAT score at safe level.
Final few words:
Well, there is no shortcut for attaining high customer satisfaction, as you must have customer-centric mind-set in order to make the right decisions, which aids in winning customer loyalty and trust. With the help of this write-up, we have just shown how UK call centres secure high CSAT score. Hope you have understood all the provided information with encountering zero hassle.