Improving the customer experience: A 6 step guide for call centers

By Lídia Dias
0 min read

Know the six steps to enhance the customer experience in the call center.
Think about your last experience as a customer. How did you feel? Did it change the way you perceived the company? Were you less or more willing to buy from that company afterward?
Customer experience is more than just buying a product or service, it is the overall feeling the customer gets from interacting with the company in the digital and physical channels. It directly impacts customer loyalty and retention, and ultimately, the company’s bottom line.
Great customer experiences are the cornerstone of sustainable business growth. Positive experiences not only promote loyalty and retention, they also encourage your customers to act as brand ambassadors, spreading out the word to their friends and family. On the flip side, dissatisfied customers usually amplify their negative experiences through social media and review websites, which may hurt your brand’s reputation and negatively impact your business’ success.
Customers are also willing to pay more for a good customer experience—according to a study, 58% of customers will pay more if they have a good customer experience. This stat is a good indicator that efforts to enhance customer experience are worth it, as a high percentage of customers consider that the way they are treated is more important than price.
In this blog, we’ll go through the factors that have the greatest impact on customer experience and show how to enhance the customer experience by implementing six different actions in the call center.