7 Superb Ways to Improve Customer Satisfaction Score in Your Contact Center

1. 7 Superb Ways to Improve Customer Satisfaction Score in Your Contact Center

2. Introduction • For any service company, the biggest challenge is to satisfy their customers and to showcase a performance experience that exceeds their expectations, as it is crucial for running an efficient and effective contact center. • As we all know the ultimate goal of any call center is to provide best services to their customers at a low cost which can be a very challenging task. • Now, the question is how to measure the customer satisfaction level of your contact center and how to improve it? • The answer to that, it mostly relies on the overall service experience that the customer has when interacting with the agents, and therefore, some parts of the CSAT score are dependent on the efficiency of the tools that the agents use such as a call center software. • So to understand this in a better way let us see in depth what CSAT is and why it is critical to keep improving the CSAT level for better performance of the contact center.

3. What is CSAT? • CSAT stands for Customer Satisfaction. • It is used to measure how a customer feels about a service, interaction or the product. • It is described as a numerical measure of customer satisfaction. • Generally, the higher the score the more satisfied the customer is with the service.

4. How to measure CSAT score? • To calculate CSAT score, the contact center directly asks their customer base to evaluate their service experience. Mostly, the contact center will provide the customers with a survey form through email, phone or any other mode of communication. • The CSAT score depends on the questions being asked on the survey form. One of the most common ways to calculate CSAT score is as follows: • CSAT score = Number of customers who responded as ‘satisfied’Total number of customer surveyed

5. Ways to improve CSAT: • Less waiting time: • Keep promises • Learn from mistakes • Set clear performance expectations: • Personalize keeping the customer in mind: • Keeping agents happy • Agent’s Knowledge

6. 1. Less waiting time: • Waiting for a long time for a call center representative to answer a call is frustrating. • This is probably one of the biggest reasons for dissatisfaction as a customer. • The management should provide customers with an option of requesting a callback instead of waiting in the queue 2. Keep promises: • When talking about customer satisfaction, setting correct expectations and living up to those expectations is the base for a strong trust and relationship.

7. 3. Learn from mistakes • Everyone makes mistakes but what’s important is to learn from your mistakes and keep improving 4. Set clear performance expectations • A contact center is nothing without its agents. So it is obvious that for gaining customer satisfaction the management is dependent on their agent’s performance.

8. 5. Personalize keeping the customer in mind For enhanced customer satisfaction, the management should make sure that everything they do it should make the customer feel that he or she is the only thing that matters. 6. Keeping agents happy • There is no doubt that happy agent = happy customer i.e. when your agents are happy only then they will provide better service to the customers. • Thus, for the all-round betterment of the contact center employee, satisfaction and engagement are also equally critical.

9. 7.Agent’s Knowledge: • A customer care contact center can never perform well if their agents do not understand the company’s service/product completely. • The way an agent handle the issue with his/her knowledge and professionalism is also very crucial for customer satisfaction.

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