Customer service is not only relevant to conflict resolution but also to customer retention, brand loyalty, and your bottom line. Therefore, it is necessary to do whatever possible to ensure your customers receive excellent service from your call center. Unfortunately, there may be times when interactions between agents and callers are less than ideal. While the goal is to prevent horrible customer experiences from happening in the first place, what if it were possible to stop them as they occur? The good news is that it is.
Predictive Analysis
Thanks to artificial intelligence technology, you can use a quality assurance program that is capable of using voice data analytics to foresee agent performance. It can recognize keywords and patterns of customer behavior. Finally, it can determine how closely an agent is following provided scripts.
It can track the same keywords not only in phone calls but also in social media messages, phone texts, and online live chats. If it detects a potential negative exchange, the alert gives you the opportunity to intervene and redirect the interaction toward a positive outcome. This real-time feature leads to an immediate reduction in low customer satisfaction. The caller will not have to call back to finish resolving an issue or complain to a superior. The only reason the client will need to call back is for future assistance with another issue, having the assurance that your call center will take care of it.
Appropriate Management
When you are equipped with pertinent, informative data analytics, it will translate into you providing pertinent, informative management to your agents. You can give more personalized feedback and training to agents who need correction. Possible causes of the issue may be:
- Low self-confidence and self-trust
- A lack of enthusiasm for the job
- Problems in their personal lives
- Burnout from too much work
The problem may also lie in poor training, for which agents are not at fault. Having a comprehensive quality assurance system will not only boost additional training but also initial training. You can discern where you and other supervisors need to do a better job in teaching tasks to employees and ensuring they completely understand procedures before flying solo. This will improve customer services and reduce the likelihood of negative interactions.
A Valuable Asset
Do not underestimate the importance of long-distance customer relations. Just because you do not need to deal with callers in person does not mean their satisfaction is any less consequential. If a caller waits too long to reach a human or receive an answer, you can expect the person to hang up and try a competitor instead. Although automation is convenient and appropriate at times, it can never replace the impact of a solid customer service experience with a human being. Making an emotional connection is essential to establishing customer retention and brand loyalty. The most effective way to take advantage of these benefits is by integrating the right technology and using the resulting data analytics to improve customer services.
This blog was first published on LinkedIn.
