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4 Techniques in Building a Customer-centric Culture in the Contact Center - SelectVoiceCom - ContactCenterWorld.com Blog

4 Techniques in Building a Customer-centric Culture in the Contact Center

Numerous studies and statistics show that customer satisfaction can have a significant impact on an organization’s bottom line.

As such, as a business owner, it’s imperative that you take the necessary measures to ensure that your call center is adopting a customer-centric approach in every area of its operations.

After all, your client base is what keeps your business afloat. If your customer service professionals are unable to deliver a positive customer experience on a regular basis, chances are they’ll seek other options elsewhere.


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Building a customer-centric culture in the contact center doesn’t happen overnight, though. To pull it off, you need to adopt a comprehensive approach.

Here are four techniques that can help you build a customer-centric culture in your call center.

1. Make Customer Satisfaction Be Your Top Goal

If you want to make customers happy not just consistently but on all levels, you need to make customer service be the central focus of your company’s vision.

When it’s clear to everyone that customer satisfaction defines your business, it becomes the prime directive that drives the organization forward in all its procedures and processes.

In other words, a customer-centric approach lays the groundwork for which all areas of business operations are based on.

As such, every cog in the processes of business operations is working towards reaching a common goal: to delight customers.

2. Promote customer-centric thinking within the organization

Now that you’ve established the organization’s customer-centric philosophy, you have to make sure that every employee is aware of it.

For an idea or a business practice to flourish, it needs to have strong legs to stand on. Which is why you’d do well to emphasize the many benefits of adopting a customer-centric culture in the organization.

You can put up posters, banners, or other signs that prove why putting the customers first is a great business strategy that pays dividends in the long run.

It’s also a great idea to make positive customer feedback accessible to employees. By making it clear that customer satisfaction is a core competency in your business, chances are every employee, from the top down, will be motivated to deliver on that particular end.

3. Make key performance indicators (KPIs) customer-oriented

A call center’s KPIs are reflective of the organization’s objectives. If keeping customers happy is one of your business’s top priorities, you need to set up and maintain KPIs that put the customer front and center.

KPIs that can be considered customer-centric include Customer Life Value (CLV), customer loyalty, customer engagement, and customer sentiment.

By measuring employee performance based on customer-oriented KPIs and then rewarding agents accordingly, you can motivate employees to adopt a customer-oriented approach in every customer interaction.

4. Hire the right employees

Delivering great customer service comes naturally to some people. They just have “it,” and it won’t take much effort to mold them into the types of employees that fit your customer-centric vision.

If you want a company culture that puts the customers first, you need to hire these people. By hiring employees whose values and talents are aligned with your company’s vision, the organization can achieve its goals more efficiently.

Final Word

Your organization has much to gain if you take a proactive approach in building a work environment that fosters a positive attitude towards great customer service.
Moreover, a well-defined company culture gives employees a strong sense of purpose and meaning in what they do, especially when it’s geared towards making customers happy. After all, helping others makes people happy.

Source: https://selectvoicecom.com.au/4-techniques-in-building-a-customer-centric-culture-in-the-contact-center/

Publish Date: March 1, 2018 5:00 AM


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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.

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eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

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Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

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IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 



View more from SelectVoiceCom

Recent Blog Posts:
Why Customer Retention is Still The Most Important Metric in Customer ServiceApril 23, 2018 5:00 AM
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How Cloud-Based Call Center Solutions Guarantee Uninterrupted After-Hours SupportApril 10, 2018 5:00 AM
Why Voice Support Is Still Important in Customer ServiceApril 3, 2018 5:00 AM
5 Ways to Maintain the Quality of your Customer ServiceMarch 13, 2018 5:00 AM
4 Ways to Turning Your Contact Center into an Omnichannel PowerhouseMarch 8, 2018 5:00 AM
Top 5 Reasons Why Call Center Agents QuitMarch 5, 2018 5:00 AM
4 Techniques in Building a Customer-centric Culture in the Contact CenterMarch 1, 2018 5:00 AM
4 Customer Service Statistics That Deserve Consideration When Running a Call CenterFebruary 14, 2018 5:00 AM
4 Ways Call-Backs Improve the Customer ExperienceFebruary 5, 2018 5:00 AM

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