Every customer is different and they all have varied needs. Customers have evolved to a point, where they know exactly what they want, but more importantly they know exactly what they do not want. This is the window of opportunity that businesses need to harp on and provide every customer an exclusive experience.
Most call centers have their own mix of key performance indicators or KPIs that they rely on for quality monitoring. The common ones include call to answer, abandon rate, hold time, idle time, amongst others. The evolved customer needs more; much more.
When technology such as quality management software has enabled businesses to keep a track of Big Data that is truly big, why not use it to take out the smaller details or better yet, the finer details.
A customer generally, calls a call center only after they have tried to resolve the issue themselves by relying on the website of the mobile application. When they find no solution from either, then they resort to calling the call center.
When a customer calls a center, they wait for an average of 3-5 minutes before requesting a callback option. So, when your customer-care executive returns the call of the customer at a specified time, enable them to offer a solution instead of asking the customer a list of pre-set questions. This will augment your quality monitoring.
Business Intelligence and analytics from your quality management software should help the executive pull out data about the customer. Details such as when was the last call to the call center made by the customer, what was the last issue that they had, how quickly was that resolved, and some other preferences of the customer should be there in front of the executive when he conducts the callback to the customer.
To gather more refined data about the customer, during the call the executive should aim to ask questions such as is the customer satisfied with the current set of services that they are using and would they like any improvements or additions to it by relying on quality management. Instead, of going for a hard sell and telling the customer about a premium product that you talk to every customer who calls you, try and understand the requirements of the person and make a suggestion.
It is often possible that the customer is not interested in listening to what you are offering and quickly wants to resolve their problem and be done with the call. In such instances, you could forward them a mail or even drop them a message on their phones.
If you have a mobile application when you send the status report of the issue, you could send a follow-up message saying that there is a better line of products that could benefit them and give them an option of requesting a callback.
The customer wants to feel exclusive and important and these finer details can help you serve your customer better. Enhancing customer experience is the end objective of a business because only then can your business grow holistically. Streamline your quality management procedure and evaluate the differences for yourself.