Do you want to improve customer satisfaction and get your call centre to the top? By incorporating 5 key elements into your existing strategy will help improving your call centre operations and make your customers happy 24/7.
First step to an improved first call resolution is that you work very closely with your agents in order to understand why customers are calling and what kind of support they need. When you have achieved that, only then you can start optimising your operational processes with these 5 tips below:-
1. Start measuring your performance and service level
2. Improving your listening skills
3. Invest in agents’ product knowledge and an on-going training
4. Identifying processes that work for you and stop fixing ‘broken’ processes
5. Enhancing internal communications – break organisational silos