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4 Strategies Your Customer Support Team Can Use to Please Their Callers - SelectVoiceCom - ContactCenterWorld.com Blog

4 Strategies Your Customer Support Team Can Use to Please Their Callers

There are no two ways about it: a company’s customer support team can make or break a business.

Your customer service team serves as the frontline that establishes, builds, and maintains a relationship with clients. When a relationship with clients is non-existent, there can be no business.

By the same measure, it’s crucial for a company to adopt policies that place customer satisfaction at the forefront of every decision.


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Granted, it’s virtually impossible for any company to satisfy all its clients all the time. After all, there are too many variables at play since each call and each customer is unique.

That said, your company can adopt tried-and-tested measures in its call center operations to ensure that maximum customer satisfaction is achieved across the board.

1. Reduce customer hold times

Let’s state the obvious: being made to wait on the phone is not fun for customers.

Be that as it may, putting customers on hold is a necessary evil, especially when agents have to transfer the call to another department or when they have to perform a complex task.

But you can minimize hold times by adopting necessary measures such as streamlining the knowledge base, giving agents better training, adopting better call flow, and more.

Another effective way to eliminate the need to put customers on hold is to set up a special team for call-backs.

2. Improve first-call resolution

When a customer calls for support, a customer service agent has to try his or her best to address or solve the issue right then and there. Otherwise, it will reflect badly on the company.

In fact, studies reveal that customer satisfaction ratings drop by 5-10% when customers are made to call regarding the same issue.

To rectify this situation, a company should have a proper system in place that can efficiently manage call traffic.

In addition, agents should have excellent listening skills and be sufficiently trained enough to handle even the most complex issues.

Moreover, recurring quality issues on products and services should be quickly addressed so that customers won’t have to keep calling the contact center about it.

3. Keep Your Agents Happy

It’s an annoying cliche, but it bears repeating: “happy employees are productive employees.”

Do you want your agents to consistently provide clients a great experience when handling calls? Then take steps to ensure that they’re satisfied with the work and the working environment.

This goes for all industries: if employees are happy and satisfied, expect them to do productive and inspired work.

Keep your call center agents happy and your clients will be happier for it.

4. Integrate CEM into your Contact Center

If you want your business to acquire gains across the board, make sure that a CEM (Customer Experience Management) program is integrated in the call center’s entire operation.

A CEM program employs a set of tools that help companies manage and interpret customer interaction.

As such, the data gathered from the system allows companies to come up with business strategies that will foster favorable outcomes in regards to customer experience.

Final Word:

It is imperative for every company to place special emphasis on customer satisfaction in every facet of its operations. To put it simply, good customer service is your most important metric.

We at SelectVoice.com use state-of-the-art tools and employ extensively-trained agents to ensure that your clients are happy and satisfied with your brand.

Source: http://selectvoicecom.com.au/4-strategies-your-customer-support-team-can-use-to-please-their-callers/

Publish Date: October 26, 2017 5:00 AM


2021 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.

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.

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.

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)

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.

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.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
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

9.) 
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...
(read more)
 



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