How to Deliver Great Customer Experience in Call Centers?

Posted by Mike Hussain on December 3rd, 2020

Many call centers operate to handle customer concerns and provide customer care services. The call center needs to put all their attention on improving customer experience. The call centers often buy the best call center solution along with providing training to agents. In this article, I will share the major tips to improve customer experience by delivering the best customer services. These tips will focus on using the call center software correctly and enhancing the etiquettes of agents.

1. Use the right call routing rules

Contact center solutions offer multiple rules to route an incoming call to the right agent. There is a reason behind giving multiple call routing rules, which is to give the right option for the right campaign. A single rule cannot be effective for all campaigns. Therefore, you better understand each call routing rule and use that correctly.

2. Train agent to have a more personalized conversation

Agents tend to mechanically read the call script. However, agents should have knowledge of personalizing the conversations. For that, a call center can invest in custom integrations such as call center CRM integration to help agents to personalize their conversations. Along with the customized call center solution, agents also need to be trained to add an emotional touch to each type of conversation.

3. Keep call script short and crisp

Generally, agents follow the given call script. It is necessary as well to handle the call correctly with formal communication. Thus, call scripts need to be well written. It should be short and to the point. One can also make it like an FAQ to let agents search and give the right answer to the common questions asked by customers.

4. Offer callback option

Whether there is a long call queue, or if it is more likely to take to get the resolution, it is necessary to offer a callback to the customer. This would reduce the frustration of the clients and let call centers enjoy the perks of a great customer experience.

5. Don’t keep a customer on hold for a long

Agents need to often put a call of customers on hold while retrieving more information related to the customer query. This sometimes takes some minutes, which keeps adding fuel to the anger of customers. Of course, the call center dialer software plays music on hold to ensure there is no void in the call, but still, a long time can hamper the customer experience. Therefore, agents need to be trained to find the information quickly to resolve the query. If the call hold time is taking more than a minute or two, the agent should inform the customer to stay on the line as it would take some more time to give the response. If it is likely to take more, then it is better for the agents to schedule a callback for that customer.

6. Add more communication channels, including on-the-go

To reduce the load on agents handling phone calls, call centers should also add some more communication channels like email, SMS, video chat, WhatsApp, etc. Some modes of communication, which lets users talk on the go such as WhatsApp, live chat, etc. are necessary to deliver a great customer experience. Even if a call center does not get an omnichannel call center solution, he must invest in getting multiple communication channels.

Author Bio

Author works in a company that offers call center software, call center WhatsApp integration, call center Twitter integration, call center CRM integration and various other services empower call centers. This kind of call centers can deliver better services to the clients