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Three Secrets to Building Customer Loyalty in the Call Center - PlayVox - ContactCenterWorld.com Blog

Three Secrets to Building Customer Loyalty in the Call Center

Customer loyalty is a huge win for all businesses and should be the ultimate priority.  Why?  For one, take it as a compliment.  It shows you’re running the business the right way.  In addition, it is far less expensive than bringing in new customers, considering the marketing costs for customer acquisition.  Plus, your dedicated customers will sing your praises and be your biggest advocates.  

So, how exactly do you get customers to be your #1 fan?  It’s all about building relationships, starting with your call center.

A lot of the magic of relationship building happens within the call center, whether its agents speaking directly to customers, resolving issues or answering questions through online media channels.  According to Forrester Research, 64% of customer interaction happens before and after the actual sale.  

Therefore, you need to make a great first impression that will take them through a lasting memorable experience and will bring them back time and time again.  

Here are three secrets to building customer loyalty and creating an extraordinary customer experience that will lead to a fulfilling and beneficial relationship for both the company and its consumers.

Hire for smiles

Consider basing your hiring criteria on other factors other than an agent’s resumé. Take into consideration a magnetic personality versus a just a proficient profile.  What can change a customer experience from mediocre to amazing?  It’s not so much dependent on the information the agent knows but more about the manner in which the service is given.  It’s in the tone of voice, confidence of ability and eagerness to help.

Take  Apple for example, one of the most profitable stores in the world.  They credit their success not to their products but to their outstanding customer service that keeps people coming back.  Carmine Gallo, author of The Apple Experience: Secrets to Building Insanely Great Customer Loyalty, probed into Apple’s hiring process.  Employees are hired based on 90% passion and 10% technical abilities.  “You can’t teach friendly,” Gallo says.  Your agents can be trained to operate your company’s CRM software. However, when serving a dissatisfied customer, friendliness and patience should come naturally.  

Another question to consider: “do they have grits?”. In other words, do they have the confidence to work under pressure.  Customer service agents often deal with complex issues and occasionally emotional customers.  It can be challenging to set aside personal feelings and still be engaged to deliver a great customer experience, despite the negatives.  Agents who have a natural passion for wanting to make a change for the better are more likely to be the ones who will go above and beyond to find effective solutions.   

Empathy and consistency

Consistency in quality customer service will create trust and build your company’s reputation for dependability. Customers will most likely return for your services if they feel comfortable and secure, knowing they’ll be taken care of each and every time. This will lay the foundation towards a budding relationship of customer loyalty.  

To be successful in providing consistent service, training your staff well is essential in establishing your vision of the ultimate customer experience.  All service agents need to be trained depending on their skills and area of expertise to create a standard level of quality and uphold consistency, no matter which service expert the customer works with.  

**9 tips for consistent quality across channels**

 

Start communication off with a warm personalized greeting.  Call agents may feel the initial greeting with a customer is insignificant; however, it can set the tone to how a customer will evaluate their experience with them. Greeting customers with sincerity will convey the message that you value their time and you truly appreciate them choosing your service.   

**Personalized customer service phrases for rock star agents**

Sending out a big warm hello can also be done on social media channels and actually may be one of the biggest missed opportunities to spark new relationships.  Here’s an example.  70% of companies ignore customer complaints on Twitter. Also on Twitter, 83% of consumers say they love getting a reply from companies.

Take advantage and have service agents be the first to approach customers to let them know they are eager to help, for the good and the bad.  Consumers will really take notice and appreciate a proactive approach.

**When to be proactive when it comes to customer service**

Offer incentives and make the first move

It’s a fact that people love perks! Reward your returning customers with frequent buyer discounts. If you provide a service, a referral rewards program would still benefit your customers while gaining new business. Customers will be happy to hear from agents to learn of the rewards they have accrued. It’s also an opportunity to inform them of new products and services.

 

Be creative as there are an endless number of ways to show customers your appreciation. Display a promotional image and ask customers to ‘caption this’.  Offer a prize for the video with the most votes saying why they love your company. The more invested you become with your customers, the more excited they become and feel naturally inclined to promote your business.   

 

Whether a customer makes a purchase or not, the right tools and technology should be in place within the call center for agents to be proactive when it comes to reaching out to customer.

Let’s say a customer wasn’t able to make a purchase or use the service, agents should always send them off with an invitation to return.  

Or for example, many shoppers will often add items to their virtual cart but never finish the transaction. Abandoned cart emails can be sent to remind customers what they have left behind and by the way, it’s on sale too!  

Perhaps a person thinks a product is too complex and changes their mind even after speaking with an agent. The agent can then follow up by offering an in-store demo (if available) or sending a link of a ‘how-to’ tutorial.  Customers will return to where they feel most valued and wanted.   

Whether your call center agents are making sales or troubleshooting, the fundamental goal is to ensure the customer is smiling at the end of their experience.  There is a direct correlation between how customers feel about the service and how likely they are to recommend your business to others.  


According to Invesp marketing firm, 60-70% of a company’s business comes from existing customers. Not to mention, it costs 5x as much to attract a new customer than to keep an existing one satisfied. Save your money and let your loyal customers do the promoting!

If your call center agents can provide effective solutions and consistent service, your company will continue to reap the benefits of customer loyalty over the long term.

Looking to build customer loyalty within your company? What have you implemented within your customer service support?

Source: http://blog.playvox.com/three-secrets-to-building-customer-loyalty-in-the-call-center

Publish Date: November 10, 2016 5:00 AM


2020 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

8.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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