Call centers increasingly understand the importance of providing excellent service to their customers and are adopting a customer-centric approach as a result. If your goal is to transform your call center into a customer-centric call center, this blog post is an excellent place to start. It applies findings from the Deloitte white paper, “Customer-centricity; Embedding it into your organization’s DNA” to call centers.
Below are the seven essentials of a customer-centric call center:
Customer-centricity requires a top down approach. This is so important that organizations like Oracle developed a Chief Customer Officer (CCO) to ensure a consistently amazing customer experience across all touch points. If you don’t have the resources for a CCO in your call center, try out some of these suggestions from Deloitte:
Creating a customer-centric culture starts with you. Get the ball rolling with some of the aforementioned tips and your team will likely follow suit.
Providing amazing customer service requires that you truly understand your customer base and then tailor your approach accordingly. How do you accomplish such a feat? Try out some of the suggestions below:
Gaining a more comprehensive understanding of your customer, and providing that relevant information to your agents in real-time will enable your agents to provide more personalized and effective experience.
In order to be a top-notch customer-centric call center, every interaction, from the first to the last, should be perfect. What is perfection in the eyes of your customers? Minimize customer effort and maximize customer value. This entails:
Providing a seamlessly amazing customer experience from beginning to end is imperative for call centers aiming to boost their customer-centricity. Doing so will not only reduce customer frustration but will enhance customer loyalty.
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Customer-centric call centers must employ call center agents that are capable of providing amazing service. This requires more than intelligence and experience. In order to truly provide customer-centric support, you must:
Empowering the frontline requires providing your agents with the right tools, training and autonomy so they can engage in professional and effective interactions with your customers.
Enhancing your call center’s customer-centricity would be next to impossible without data. In order to make decisions that will positively impact your customers, your call center agents, managers and executives must be referencing real-time and historical data. Enhance customer-centricity by:
When your entire team is making data-driven decisions based on real-time and historical data, your customers win.
It is not enough to just educate and empower frontline call center agents to provide customer-centric service. In order to truly be a customer-centric call center, you must engage the entire team. To accomplish this, try the following suggestions from Deloitte:
Call centers striving to increase their customer-centricity must involve their entire company with the process. Doing so will go a long way to ensuring that every customer interaction is excellent.
Your team is only as good as their weakest customer interaction. In order to enhance the service you provide, you must collect customer feedback and use this information to fuel continuous improvements. Below are a few suggestions from Deloitte to help you accomplish this:
Utilizing customer feedback to continually improve how your team provides service is key to enhancing customer-centricity within your call center. Make sure your team has the right tools, skills and training to do so.
Applying the seven aforementioned essentials to your call center will enable your team to enhance the service they provide your customers. The bottom line? When your agents, managers and executives have a comprehensive understanding of your customer’s needs, the right tools and comprehensive data, they will be well on their way to providing excellent customer-centric service.