5 tips to improve customer service

Achieving excellence and improving customer service is a path that your company must travel constantly, making it not a mere act but a habit.

Achieving excellence and improving customer service is a path that your company must travel constantly, making it not a mere act but a habit.

Here are 5 tips that I think will help you along that path.

• 1 - As I have already written on other occasions, one of the main indicators that will allow you to measure the level of service you are offering is the first call resolution capacity (FCR, for its acronym in English, First Call Resolution).

  There is a set of strategies that I recommend implementing to collaborate with the achievement of the resolution in the first contact, which you can read in another post.

• 2 - Another important indicator is the time that a client is waiting until it is finally attended by one of the agents.

  It is essential to determine what is the tolerance threshold of your typical client (maximum time that your client can "tolerate" being on hold) and after that time, give him the option of leaving a voice mail or simply notify him of the occupation of the agents , indicating that an operator will contact them shortly.

  For this, it is important not only to be able to specify and easily modify the maximum waiting time, but also that agents have the possibility of generating call-backs for abandoned calls and voicemails.

  Mariana Silvera, inConcert Project Area Manager, mentions that “we always advise our clients to enable call-backs for abandoned calls for incoming campaigns. Listen to the recordings later and seeing how customers receive the immediate call from the agents with pleasure and surprise is an irrefutable indicator of customer satisfaction ”.

• 3 - Real-time monitoring of interactions by supervisors is something that should be done within the Contact Center.

  This, coupled with visual alarms and the possibility of real-time reallocation of resources (whether technical or human), provide the supervisor with the ability to react and act quickly in the event of a critical situation that may trigger a dissatisfied customer.

• 4 - The great impact that the social networks In customer service, companies necessarily have to manage service not only through traditional contact channels (mail, web chat, telephone, etc.), but also through those that come from social networks.

  Eduardo Iglesias, Manager of the innovation and development area of inConcert points out, “Every day more and more companies need their Contact Center technology to naturally incorporate interactions from social networks and manage them in the same way as the rest. of contacts, through a universal queue and within a unified environment ”.

• 5 - Finally, the extraction of reports and their subsequent analysis and matching is what will allow obtaining specific data on the performance of the Contact Center.

  These reports must be obtained on a quarterly and annual basis, although sometimes, with the implementation of new campaigns or changes in procedures, it might be convenient to extract monthly reports.

Based on the analysis carried out, improvement plans can be made and thus walk the path to excellence and its continuity.