customer satisfaction improvement is one of the most important goals for any company, regardless of the industry. When your business model relies heavily on regular communication between customers and company representatives, narrowing down the best way to deliver an enhanced experience is crucial to the success of a company.
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Regularly tracking CSAT scores helps call centers gain insight into what customers are thinking and feeling. This knowledge is valuable for companies because it allows them to identify what their customer base needs from them and can guide them towards the right direction.
CSAT surveys work by having customers answer a series of questions that help reveal to companies what’s working and what’s not. The scores call centers get from these surveys can reflect overall performance.
Low scores may indicate that improvement is needed in certain areas. It is important for supervisors to identify what agents need to work on to raise low CSAT scores, but sometimes it may be difficult to know where to start. Below are five tips that can help get your call center’s CSAT scores where they need to be.
1. Always capture customer sentiment
Understanding your customer’s thought processes is crucial for a company to efficiently shape their workflows. Call centers can achieve this by using tools such as Livevox’s Sentiment Analysis. This tool transcribes and records every customer interaction in any channel. Supervisors can pull up a report showcasing trending keywords that can reveal possible issues.
This can guide their coaching efforts to help agents learn how to deliver what customers need. For example, a call sentiment report could show that the phrase “hold too long” or “waiting” has been coming up alongside low scores for many agents.
This could be one area of needed improvement to focus on. Supervisors can take a look at call volumes and average wait times and see if more agents need to be scheduled regularly. Taking immediate action when spotting problems on sentiment reports can help CSAT scores improve.
2. Scale your best practices
Your top agents are the ones who drive the best customer satisfaction improvement. You see them consistently perform well, get great feedback, and maintain excellent customer sentiment scores. Duplicating their skills can certainly help raise a call center’s overall CSAT scores. The question is, how? Screen and call recording is a highly efficient tool that call centers can utilize to see what goes on behind the scenes during high-quality calls. LiveVox’s Call and Screen Recording solution allows users to capture every interaction. Agents who exemplify the high-standard of service your call center aims to provide can guide those who need support. New hires can also benefit. By using those top agents’ screen and call recordings, management can show other agents what to strive for.
This can help not only set the standard, but visualize it as well. As your call center grows, scaling those best practices is as simple as using those recordings as the primary training aides.
3. Implement a powerful IVR
The impact of poor call routing on CSAT scores may often be overlooked. Low-quality IVR systems can result in frustrated customers. They could misinterpret what a customer is saying and ask them to repeat themselves over and over. They could misunderstand what the customer needs and transfer them to the wrong department. Other times they may fail to transcribe anything at all, and result in a disconnection. LiveVox’s high quality IVR system provides multiple features to ensure that customers get the help they need without added frustration.
Skills-based intelligent routing can help connect callers to the right agent the first time by matching them to one with the required experience. It can also connect customers to the agent they were talking to before if they were accidentally disconnected. In addition, LiveVox IVR uses AI to enhance the customer experience by allowing them to speak as they would to an agent. The advanced speech transcription ensures that customers are understood and connected to the right person. This helps customers feel confident about giving positive feedback on CSAT surveys.
4. Provide self-service options
Waiting too long on hold can easily disrupt the customer experience in a negative way. This is especially true if a customer is calling in already feeling upset. Excess wait times can exacerbate built-up tension. Providing several self-service options can help customers in several ways. Self-service options reduce call volume and free up agents’ time. Instead of having to help customers with simple tasks such as making a payment, agents can focus on helping customers with more complex problems if self-service options are available.
Customers can simply call in and use an IVR system and speak with a virtual agent to ask simple questions or perform other routine account maintenance. Self-service options also work the other way around. It can be frustrating for a customer who needs minimal help to have to wait on hold. This dampens the customer experience by making simple tasks take unnecessarily long. CSAT scores can get a boost when you give customers the ability to easily and quickly help themselves.
5. Ensure a seamless call experience
Sometimes an agent and customer interaction can stall if the agent doesn’t have access to the information they need to help their customer. One reason for this can be siloed data. Siloed data results when a call center (or any company) uses different software platforms that do not communicate with each other. As a result, agents may need to access data from a platform they lack visibility in. If the customer is on the phone when this happens, it can unnecessarily extend the conversation.
LiveVox’s Unified CRM tackles customer satisfaction improvement head on by its ability to integrate seamlessly with third-party apps and omnichannel platforms. Agents can see previous customer communication history, open support tickets, contact information, and more using LiveVox’s Unified CRM. Its ability to integrate with other platforms allows it to help agents see much deeper into every account as soon as they connect with a customer. There is no need to endlessly toggle between screens or place customers on hold to try to gain access to another platform. A smooth call that quickly resolves a customer’s problem is a step in the right direction towards better CSAT scores.
Improving your call center’s CSAT scores can seem daunting at first, but with the right tools, making the necessary adjustments is simple. Place your customers at the forefront by acknowledging their feedback. Strive to empower agents with smarter workflows and see your CSAT scores rise. You can learn more about how LiveVox’s multiple call solutions work together to provide an enhanced agent and customer satisfaction improvement here.