How can UK Call Center build Customer Trust? - Thea Lewis - ContactCenterWorld.com Blog
In the business world, trust is the aspect that matters most. As per the reports, 83% of customers prefer to recommend a business they trust. Moreover, trust is the factor that can really help in generating positive word-of-mouth.
However, winning customer trust isn’t a piece of cake as you have to push your limits to meet or surpass the expectations. That’s why most of the business owners make contact with UK call center business outsourcing companies to render remarkable customer service.
But sometimes BPO firms also overlook some common factors that can really help in earning customer loyalty and trust. It is highly recommended to never underestimate the influence of customer trust and loyalty as these are the factors that can assure a long-term success for the business.
Do you want to win customer trust for the sake of business’s expansion? Have a look at the following pointers that will make your life easier for sure:
Always inform customers
Keeping customers informed has always been the best way to win customer loyalty. But sometimes UK UK call center business outsourcing companies forget this aspect and don’t inform customers about the new changes that are made to enhance customer experience.
No one can deny this fact that BPO firms always solicit feedback from customers after every interaction. A positive response always tells about those aspects that can be streamlined. On the other hand, negative response reveals about those factors that are yet to be improved. BPO firms always make suitable changes to render better customer service.
To build business’s credibility, it is significant to inform customers that how their opinions helped in improving the quality of customer service.
Personal touch matters
Do you know about the delusion that customer service team usually has? ‘Thinking that solving customer’s issues can do the trick when it comes to building customer trust.’ Well, this aspect isn’t truly correct because customers always want to be assisted in a personal manner during the interaction with agents.
To win customer trust, here are few tips that agents should always keep in their mind:
- Address customers by using their name.
- Make apologies for the inconvenience.
- Tell the time period in which a customer service case would be resolved.
Put more focus on customer service
Well, it is highly appreciated that you have been rendering astounding customer service. But it doesn’t mean that your services are perfect because there has always been a room for improvement. Owing to this aspect, it is significant for you to put more focus on improving the quality of customer service.
Apart from building customer trust, there are several benefits that a quality customer service offers such as high CLV, better retention rate, bolstered business’s reputation, and much more.
Let customers deal with the issues
From the business’s point of view, customers have always been the strength of any businesses. But keeping every customer happy isn’t a cakewalk. But you can ensure a smoother way by simply bringing the self-service to the table.
During the peak hours, it is extremely difficult to cater to customer’s needs because every extra minute increases the length of the queues. The situation turns from bad to worse when the CSAT score is at the stake.
That’s why it is very important for the call center business outsourcing companies in UK to tell the agents to encourage the customers to make use of the self-service facility. This will make the life of customers and agents easier.
Of course, we aren’t saying that customers shouldn’t make contact with agents to get the desired resolutions. All we want to say is that agent’s valuable time shouldn’t be wasted in solving minor issues.
Here are two crucial aspects that will explain why the promotion of self-service is important:
- If customers solve all the minor issues on their own, they don’t have to wait to get connected with the agents. Consequently, this leads to high CSAT score and reduced call volume.
- Agents get more time to deal with the complex issues. As a result, better services will be delivered, which, in turn, surely build the customer trust.
All in all, self-service should be promoted for the sake of better business’s bottom line.
Publish Date: July 19, 2018 6:10 AM