When it comes to improving your customer experience, it is always a good idea to approach it quantitatively. Making guesses of implementing cookie cutter strategies can sometimes yield results, but nothing comes close to the effectiveness of using statistics and numbers to determine your next move.
Whether you are managing your own call center, or working with a third party, it is important to have a good understanding of certain metrics that can be used to shape your customer experience strategy. Improving your outlook towards your customers is one of the best and more effective ways to increase your sales revenue. In this blog, we will discuss just some of the metrics you can use in call centers.
Call Volume
Not being able to effectively answer every customer call is perhaps the biggest reason for drop in call quality. For the average customer, there is nothing worse than having to wait for an agent to answer, only to be ignored and not have their call attended. To make sure that this never happens, businesses must match the number of calls per hour with the number of agents at hand. The best way to track this is to have a comprehensive understanding of your call volume.
To start with, you can use the aforementioned ‘call per hour’ as a base level indicator but to get a better understanding, you must use a whole month as a timeframe. The reason for this is to understand how calls fluctuate throughout the week. Not every week of the day is going to be as busy. This is important to understand as many businesses tend to ‘overkill’ by hiring too many agents without accounting for the fact that they might not have as many calls on hand as expected.
CSAT Score
This is perhaps the most important metric for any call center. Even if you don’t have the manpower, the quality of agents can make or break the effectiveness of your customer support branch. Customers need to leave a call satisfied and assured that their concerns were sufficiently taken care of.
A simple way to calculate the overall CSAT score is to simply ask your customers to leave a rating at the end of the call. Using the dial key, customers can rate a call anything between 1 and 5. In a typical scenario, the number of 4 and 5 rated calls should make up about 70% of the total number of calls. Anything lower than that is considered as an unsatisfactory CSAT score. There are many other variables that can be taken into account that will give you a better overall understanding of your customer satisfaction but this is a great starting point.
Retention
Almost every type of business struggles with customer retention. While there are many marketing and sales strategies available for retention enhancement, the best way to approach this problem is always from a customer service point of view. Are all the customers leaving your business satisfied? Where was your service lacking? It’s important to understand all of this and the best branch for the job is the call center since they are communicating directly with customers.
Customers who call might stick around, but customers who call at least twice are usually the most retentive. Call centers must always keep track of callers who have reached out at least once before and these customers must always be a high priority for call centers. Agents should take the time to ask them where they can improve and whether the customer is satisfied overall.
Multilingual Option
In regions such as the United states, many callers will expect multiple language options for contact support. This is not just in the USA, many other countries are usually touching overseas markets and thus will have customers calling in from other countries that speak different languages. The easiest way to lose these customers is not to have support in their native language.
If you want to make an informed decision about whether or not you need to add multilingual capability to your customer service, the best way to do that is to keep track of how many customers are reaching out to you in languages other than english.
CONCLUSION:
Hiring a 24 hour answering service is a surefire way for most businesses to become global, even for startups. Furthermore, it’s a great way to improve revenue without investing too much while also ensuring that you nurture a loyal customer base that will stick with your business for years to come.
With many BPO’s ready to serve, getting started couldn’t be easier. With IdeasUnlimited, you can set up your own third party call center team quickly and efficiently. Our packages are cost effective at a market competitive price without any compromise in quality, speed and reliability. And it couldn’t be easier to get started. Be sure to contact IdeasUnlimited today and level up your business by reaching customers far and wide thanks to enterprise-grade multilingual services.
