It has been rightly said that “customer is the king” as all the strategies, operations and activities of an organization are today focused on pleasing the customers and keeping them happy in everyway. Organizations are willing to invest heavily in customer support services in order to fulfill the expectation of their customers. call centers outsourcing has become a trend in the industry as it helps organizations in keeping their customers satisfied. However, I believe that customer support should not be used just to keep the customers satisfied. Customer support services should be used to exceed the expectations of the customers and give them an experience that would just amaze them.
Here are a few tips that could help contact centers in exceeding the expectations of their customers:
Understand The Reasons For Call: The first thing that you should do is start looking for the reasons which make your customers pick up the phone and dial your contact center number. Make sure that you do proper research and find out the reasons that tempt them the most. Once you are finished with the research, you should start analyzing the list. There will be many reasons for which you could provide easy solutions. For example, providing help links over the website could reduce the number of calls, simplifying the IVR would also solve many issues. Now you should start refining this list and come up with ten most common questions that customers ask. Make a separate list of these reasons and provide this list to each agent along with most appropriate actions and answers for the same.