Best Practice for Managing Customer Satisfaction in Your Contact Center

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For many companies, the products you sell or the services you provide are available from multiple sources.  Now more than ever, a strong loyalty between you and your customers is critical.  It is a widely known fact that the happier your customers are with your service, the less likely they will be to shop around the next time they need what you have to offer.  Plus, it takes more money and time to bring in a new customer, than it does to take care of an existing one. 

If your customers aren’t satisfied with your customer service, they will go somewhere else and it will cost you in revenue, and in dollars and time spent to replace them.  So what is the number one best practice for call centers that you can incorporate into your call center to ensure your organization offers the highest levels of customer satisfaction?

Use the Tools

You’d be surprised how many people have the tools and either don’t bother to use them, or use them so rarely that they might as well not have them.  The first Best Practice for improving customer service is to use the systems and reports you have in place.  Does your company have a voice recording system, or call monitoring? Do you have a call accounting system? Are you really using these systems? Think about the reports you get on a daily or weekly basis.  If you just file them away somewhere or let them pile up on your desk, you are really letting one of the best tools for improving customer satisfaction go to waste.  Read the reports.  Look at the statistics behind your employees.  If you know employee A has one of the best records at the call center for customer satisfaction, how do their statistics stack up against an employee that doesn’t do as well? Read the reports, understand the information and put the available knowledge to work for you.

If you have call monitoring you should set up a goal of monitoring X number of calls per day and really listen to what is being said by your employees and how they are saying it.  Go deeper than the words, what is their tone.  Can you tell by listening to your employees if they like their job, hate it, or don’t care? Again, contrast an employee you know does a good job of keeping the customers or clients happy, with calls from someone who seems to be struggling.  The more you listen to calls, the more you’ll have a feel for where improvements need to be made. 

Use the tools you have to manage those customer relationships and make sure your customers are satisfied, your employees are representing your company in a positive and upbeat manner, and that you understand the minute details of your business from the reports so that you can quickly spot trends and catch small problems before they become a major crisis.