#callcentreoutsourcing

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How do call centers improve metrics?

The right performance metrics will up the game in inbound call centre services. Call centre outsourcing services provider measure performance through various metrics, and ensure that they deliver excellent customer service.

You can’t improve what you do not measure. 

And performance at most call centre services is measured through these metrics:

1.       Customer Satisfaction (C-Sat): The level of satisfaction customers experience with a brand’s products and/or services.

Resolve customer issues the first time. Customers don’t feel good when they are made to speak with multiple agents, and repeat their problem each time. Abandonment rates can increase too. Avoid keeping customers on hold for a prolonged period. Reduced hold time and increase the use of call back, other channels, self-service options, live chat, etc.

2.       First Call Resolution (FCR): The percentage of calls that reach a positive and complete resolution at the very first instance.

Ensure that callers don’t have to call again to get a solution or to follow up. Improve the call centre services or inbound call centre services agent troubleshooting and communication and listening skills. Closer attention when hiring and training will ensure that you have more capable agents. Use automation and deeper knowledge transfer to ensure agent are equipped with information that is accessible within seconds. If the same complaints keep cropping up, pay attention to the product or service — there probably is an underlying issue that is bothering your customers.

3.       Average Handle Time: It is the total of average talk time plus average after-call work for a specific period.

Specific techniques and proven methods must be taught to agents during training, so they can apply it to actual scenarios and produce favourable results. Employ skill-based routing, so that agents with the most suitable skills attend the right calls. Anticipate questions that may be asked in various scenarios. Automation can shorten processes and assist the agent in providing swift resolutions.

4.       Call abandonment rate: It indicates customer frustration and can negatively impact customer loyalty.

Estimated wait time provided through IVR can reduce uncertainly and apprehension for the customers. Introduce call-back facility. This way the customer does not have to stay on hold and you can reach out to the customer as soon as agents are free.

  In a n effort to provide good customer service, businesses employ outsourced contact centre services. To ensure these contact centre services are working to their prime capacity, call centre managers ensure that these metrics are constantly monitored and improved. Phykon is always for you regarding inbound call centre services and call centre outsourcing services

[forwardbpo]

Be aware of 20 commonly used call center terminologies by visiting this page. 

[forwardbpo]

Call Centre Outsourcing Australia: 20 Terminologies

Discover and understand 20 call center agent jargons that you might or might not have heard. https://www.forwardbpo.com/call-centre-outsourcing-australia/

[phykonaustralia-blog]

What are the parameters required for world class customer support?

World-class customer support is all about providing good customer service. And it isn’t something that can be described through a single aspect. Good customer service, or even, excellent customer service, means different things to different people.

In general, most customers want service that is swift, consistent, omnipresent, knowledgeable and customer-centric.

Strengthen your customer base, promote your brand

For example, having untrained staff scrambling to answer calls, grasping at straws to provide the right responses, and getting your customers to stay on hold for an inordinate amount of time is going to chase them away! Imagine being transferred back and forth for a simple information update. If you are doing this, you might as well chase your customers away to your competitors, if they haven’t already gone.

So, what can you do to retain existing customers, woo in more customers and keep them all happy? You get inbound call center services or call centre outsourcing services! You can widen you reach and reap the benefits too when you have a dedicated call center attending to every query from your customers with the best and most professional responses.

Clear and effective communication

Call centre outsourcing services or inbound call centre services must be able to converse smoothly in the language of the customers. By cutting out jargons and sticking to easy-to-understand terms, agents can provide concise, thorough answers that the caller can comprehend.

Consistent services

Consistency in service is a factor that shows customers that your brand is dependable. No matter if it is your first interaction with the brand or the fiftieth, when you are doled out the same good service every time, the brand’s dedication to you shines through.

Brand presence

The omnipresent customer needs omnipresent customer service. Businesses are vying to woo customers where the customers hang out — messaging services, social media, networking platforms, email, phone, and sometimes, altogether. Customers today are not tied to the TV, or the PC, or the magazine. They are all over. And they expect services to be present all over.

Engaged, customer-focused services

Imagine asking a customer service representative for assistance, and being met with a shrug. That does not equate with excellent customer service, does it? Knowing your company’s products and services in and out, having an in-depth knowledge of all processes and being armed with whatever there is to know to help a customer gives you the solid foundation on which you can build your service. Giving helpful information, answering queries and troubleshooting will go smoothly without grasping at straws.

Attention

When you field hundreds of calls every day, it is easy to become complacent. Not paying attention can affect the quality of the call. Delve into the query and ensure that you have understood every detail. Rather than assume that you have got it right, check with the caller to know if you have answered all their queries completely.

Good customer service needs to be all of the above and customer-centric. Being friendly, empathetic, and approachable and having the customers best interests at heart will help you cater to every kind of customer.

World-class customer support is a combination of these factors. One aspect does not exclude the others. In the end, customer service is all about making the customers happy and satisfied. To realize this, businesses must tailor their customer service strategy and orient their customer service team to the strategy. Phykon is always for you regarding call centre outsourcing services and inbound call centre services.