Becoming familiar with your client portfolio’s needs is the key to providing each of them with personalized services and enhanced experiences, which consequently result in long-term business relationships and rock-solid brand loyalty.
Customized assistance is what leads people to prefer a company over its competitors.
Branch out Your Communication Channels
In the digital era we currently live, the Internet and online applications are the most common platforms through which customer interactions take place. In light of this, it is of the utmost importance for contact centers to alternate telephone lines with other means when servicing their users.
The deployment of chat and social networks is increasingly spreading among organizations because it proves to be an effective way for building closer buyer-supplier relationships and delivering unparalleled tailor-made experiences.
IP technology is the best option available for connecting the variety of channels that allow both customer bases and staff members to be reached, thus it is essential to have a system and infrastructure capable of supporting and streamlining any corporate communication process.
Focus on Internal Clients
In addition to solving problems or selling products, agents should aim at building a strong, reliable corporate image by offering first-class assistance and making a good impression on the parties with whom they speak. This target is not exclusive of contact centers; it is shared by a large number of businesses that want to differentiate their offerings from others in the marketplace.
According to Forbes(1), highly-personalized services translate into higher customer satisfaction and retention, increased sales yields, and enhanced agent productivity and morale. For instance, in a specialty insurance provider that combined a customer-driven approach with an analytics-based matching software to achieve better results, the total number of saved clients was improved by as much as 119%, from a baseline between 15% and 33%.
In order for employees to attain all their goals, they must feel at ease with the tasks they carry out. Furthermore, they must be constantly trained in troubleshooting and other useful areas that enable them to deliver well-versed client-specific answers.
Understand the ‘Whats’ and ‘Whys’ of Contact Center Metrics
When it comes to contact centers, a dashboard featuring operation indicators is crucial, since managers can measure service quality and staff performance to derive strategies therefrom. You can choose from a wide variety of monitoring tools, ranging from customer satisfaction surveys and calls or screens recording to drill-down, comprehensive reports and charts.
By analyzing such feedback, clients’ preferences along with agents’ weak skills are highlighted, thereby evidencing your organization’s room for improvement. Nonetheless, it is imperative that you develop and follow prompt courses of action to meet any customer expectation thoroughly and consistently, given that, based on several investigations, out of 95% of the contact centers that collect opinions on their representatives, only 10% modify their modus operandi.