In this customer-centric era, call centres are increasingly understanding the importance of delivering top-grade customer experience. Creating customer value and putting customers at first, beyond a simple focus, generates long-lasting business value. If your objective is to transform your call centre into a customer-centric call centre, this article is a good place to start with.
Below are the some essentials of a customer-centric call centre:
Customer-centric leadership: In general, customer-centricity requires a top-down approach. Therefore, multi-national corporations developed a position for Chief Customer Officer (CCO) to ensure amazing customer experience across all touch points. However, if you don’t have the resources and restricted with budget, then try the following key points to make the strong leadership.
- Make a clear vision of what customer-centricity covers for your call centre and communicate this to your call centre executives
- Explain what customer-centricity looks like and furnish concrete examples to your team
- Explain your team about what customers will experience when there comes any changes in business policies or procedures
- Maintain an active presence over social media platforms
- Ask senior managers to get involve in resolving complex issues so that customer receive personal attention
- Motivate and build enthusiasm in the team by explaining the best customer interactions
Understand your customer needs: To deliver exceptional customer experience, it is essential to truly understand your customer base and then tailor your approach in that manner. How do you accomplish such a task? Try out the following suggestions listed below:
- Build a customer insight team out of your workforce and encourage them to leverage data for decision-making
- Amend your approach to organise and align customer data with your customer service strategy
- Obtain in-depth information about each customer (for example, social status, address, household details, etc.) to enhance your understanding
- Provide customer data to different departments such as technical support, sales and marketing to inform their approach of dealing with customers
- Integrate call centre software that will display this comprehensive detail in the browser to enhance customer interactions
Design the experience: To become a top-notch customer-focused call centre, every interaction, from the first to last, should be perfect. Reducing customer efforts and enhancing customer value are the ways to design seamless customer experience. This includes:
- Incorporating company values in training and then promoting it to increase the awareness amongst agents
- Team up your front line executives with knowledgeable staff to improve the first call resolution
- Delivering a seamless experience across all touch points
- Maintaining a coherent voice across all social media, apps, printed branding and website to eliminate confusion
Call centre metrics that matter: For leading call centre outsourcing companies that are looking forward to enhance customer-centricity should educate staff about metrics. This is very crucial to make decisions that will positively impact your customers, you team of call centre agents and managers. You can enhance customer-centricity by:
- Using call centre software & tools that provide complete metrics
- Empowering staff with real-time and past data so they can make informed decisions that leverage the customer experience
- Measuring KPIs and make decisions based on these metrics
- Developing an environment that offer continuous data-driven improvement
- Making sure that your metrics are aligned to the customer lifecycle and key touch points
- Link agent feedback and performance evaluations to metrics
By implementing these aforementioned aspects to your call centre outsourcing company will allow your workforce to improve the customer services, which in turn, increase the customer satisfaction level. So, the bottom line is when your agents and managers have a complete understanding of your customer’s requirements, the right tools, metrics and data, they will be capable of providing excellent customer-centric services.
