Key Ways to Boost Call Centre Performance

Call Centre Performance

Increasing customer satisfaction is a potent solution, when it comes to boosting revenues. Whether it is a small level company or medium sized company, they spend a huge capital on latest call centre technology so that they can enhance customer satisfaction rate. In fact, you probably spend more than you think. However, have you ever thought about the certain scenarios?  

• Is your investment on technology paying off?
• Does it help in augmenting the customer satisfaction?
• How about the customer experience?

According to researches, investment in the new technology reduces average queue time, fast-tracks calls per hour per agent, augment customer satisfaction level. Most important thing about spending capital amount on call centre is that it improves customer satisfaction rate and the financial performance level.

If the findings are appropriate, then embracing toward latest technology is one of the most prudent approach to boost the performance. However, it might not be the comprehensive solution. It all depends on the customer service capabilities. In this article, you will get to know about the key ways to improve call centre performance.

In comparison to 1980s, outsourced call centre technology has taken a leap and at present, vendors offer more improved solutions.

Stages of contact centre innovation

Manage costs: Up surging wave of technology is undeniably making call centre more agile in performing the customer operations. Herein, analytical and virtual desktop solutions enables call centre companies to perform intensive analysis & research and support customers no matter wherever the agents work. With the help of this technology solution, you can wave off the infrastructure maintenance cost. Not only that, it helps in increasing the employee convenience and thereby boosting customer satisfaction.   

Segment customers: It is one of the most potent marketing practices that enable you to provide highly targeted offers to a specific target audience. In present time frame, inbound call centre embrace this marketing tactic to improve their customer services. Through this approach, you can add segmented data with the customer analytics. This further helps call centre outsourcing organisations to create personalized customer profiles. In this way, you can easily know the customer taste & preferences and plan the next marketing campaign.      

Collaborate with customers: In this digital revolution, you can integrate existing call centre capabilities with social media to increase customer loyalty, which in turn enhance the overall growth. By doing social mining, you can gain real-time insight about the customers’ taste & preferences, opinions and feedbacks. You can further use this refined data to augment the performance against key indicators such as:

• Improving FCR (First Call Resolution) rates
• Minimizing costs per call
• Reducing average queue time
• Increasing calls per agent on a per hour basis
• Augmenting multi-channel performance

By considering these steps, you can improve the call centre performance. But, this is entirely depends on customer service capability. If customer service is the core aspect for your business, then spending on latest technology remains a fruitful solution.

Before updating your call centre technology, it is important to examine the customer service capabilities intensively. If it is not the core functionality, then spending on technology is not wise option. In order to know if the customer service is your core aspect, firstly you need to examine your customer service team. Often, this team is molded within the organizational structure and they might not have the all the required abilities to make a customer service better. For instance, call centre outsourcing agents should be well-versed with soft skills and should have knowledge, enthusiasm and dedication to handle customers and their queries. If agents lack in all these expertise, it indicates that customer service is of your company is not competent. In that case, outsourced call centre is a better option. Hiring expert team of call centre professionals will help you in improving the customer satisfaction rate.