When a customer calls in to a call center, the quality of service they receive impacts their impression about a company. The first time a customer calls in to speak with an agent is even more critical. First impressions, as most could probably agree, play an important role in the development of someone’s perception about a company or brand. According to Salesforce, 89% of consumers are more likely to make another purchase after a positive customer service experience.
Table of contents
- What does a good call center experience look like?
- Improve your call center experience
We know that a good call center experience is crucial to a company’s image and success. However, what exactly does a good call center experience entail? Consider the times customers praised one agent’s perpetual pleasant and problem-solving attitude. What happens during that agent’s calls that results in happy customers and high first-call resolution rates? In order to determine whether customers are having a good call center experience within your organization, it is important to be able to recognize the factors that indicate your customers are, in fact, happy ones. Here we break down 9 signs of a good call center experience by describing what it looks like when agents provide top-quality service.
What does a good call center experience look like?
Consistently high CSAT scores
This indicator may seem obvious to some, but the key is in the consistency. Identify what your business has deemed “satisfactory” and “below average” scoring. If over a period of time data reveals that CSAT scores tend to skew on the not-so-positive side, then it’s time for managers to reevaluate their teams’ approach.
High percentage of FCR (First-call Resolution Rates)
First-call resolution should be a goal that agents have top of mind. When a company boasts impressive first-call resolution rates, customers are getting their problems solved in one call. Nothing frustrates customers more than having to call in over and over again to address the same problem. Explaining their issues to different people is frustrating and harms the customer experience. A high number of first-call resolution rates says that customers are finding the help they need after talking only to one person, saving them significant amounts of time.
Not all customers enjoy talking on the phone. Many prefer text, chat, or email when it comes to reaching out for support from a company. When a company limits the way customers can communicate with them, it sends a message that tells customers that their needs aren’t a priority. When a call center gives customers multiple ways to reach out, asking for help becomes less stressful because of the convenience provided. Customers can simply send a text and get support, all while going about their day.
Efficient business analytics
Spotting trends in advance, whether positive or problematic, gives call center management insight into what customers need. When you’re ten steps ahead with the right knowledge, you can better prepare agents to deliver the service that customers need. A strong analytics software, such as LiveVox’s Unified Analytics, gives supervisors a holistic view of a team’s performance so that they know exactly where they need to focus improvement.
Customers don’t always have the time to speak with someone to get simple routine tasks done. Making payments or updating contact information can quickly be completed online, chat, or through IVR. A call center risks negatively impacting the customer journey when self-service options aren’t provided. A task that would take 5 minutes via self-service could possibly take 20 minutes if a customer needs to call in to speak with someone. When a call center provides self-service options, call centers are placing the customer at the forefront.agent
Low queue times
When customers are struggling with an issue or have concerns about their account, it’s important for them to reach an agent quickly. If they end up experiencing long queues, their anxiety and frustration can quickly escalate. This can end up in an upset customer and stressed agent. Tools such as LiveVox’s IVR assists customers and guides them to self-service options that eliminate the need for them to speak with an agent. As a result, call volume is reduced, allowing customers to get connected with an agent faster.
Agents who are happy at work deliver better customer service. When they have the tools they need to efficiently do their jobs, agents feel confident in their ability to provide support. For example, LiveVox’s Unified CRM gives agents a myriad of data as soon as a customer calls in. It also prevents siloed data through its integrative capabilities, giving agents access to multiple sources of information. Agents can swiftly and easily deliver quality service with every single customer interaction, reinforcing their confidence.
Efficient agent coaching tools
Quality business analytics and dashboards give supervisors insight into agent areas of needed improvement. However, in order to tackle the problem, managers must have efficient ways of helping agents get to where they need to be. Call recording with advanced features that can transcribe speech is a tool that allows supervisors to quickly identify problematic conversations for on the spot agent coaching. LiveVox’s Speech IQ and Advanced Search can quickly pull up conversations through a keyword search, which can be used to identify high and low-quality calls to give agents examples of what or what not to do.
Low AHT (Average Handle Times)
Another key indicator of a good call center experience are low average handle times. One way to accomplish this is through intelligent routing capabilities. For example, the LiveVox ACD (Automatic Call Distributor)leverages agent skill-score data to quickly route customers to the agents who are best suited to help in a specific area. This helps reduce handle times by ensuring that customers aren’t getting passed over to different departments over and over. Customers are connected straightaway to the right agent who is experienced and capable of helping them.
Improve your call center experience
LiveVox has created advanced technology designed to enhance a customer’s experience within the call center. Agents are able to efficiently deliver quality service using tools that result in a smooth interaction. Learn more about LiveVox call center solutions here and see how you can ensure your customers will continue to receive top-quality service from your agents.