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Chit-Chat is Nice, But Good Dialogue Drives Customer Satisfaction - STARTEK - ContactCenterWorld.com Blog

Chit-Chat is Nice, But Good Dialogue Drives Customer Satisfaction

The mandate to the engagement (contact) center is to improve customer satisfaction (CSAT) or Net Promotor Score (NPS) or first-call resolution (FCR)—or better yet, all three. But clearly traditional approaches to improving the customer experience—and the metrics that measure it—haven’t been working. Delivering scripted monologues or pre-written text in a chat window just doesn’t build the credibility, rapport, and trust that are needed to really move the needle on customer-facing metrics.

Instead, your engagement center needs to use the science of dialogue to deliver a true human conversation. That’s because only good dialogue (not chit chat) meets the needs and expectations of today’s consumer. Here’s why.


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It’s all about the humans in the conversation

While some industry experts give lip service to personalized conversation between an engagement specialist (agent) and a customer, authentic dialogue that improves engagement and outcomes is much more than saying the customer’s name at certain points in the conversation or chit-chatting about the weather.

Instead, good dialogue is about using proven communication principles to adapt to the implicit needs of the customer and by doing so, gaining credibility, rapport, and trust. The result is that customers feel that someone is listening to them, they are being treated as unique individuals, they are understood, and can trust the people they are speaking with.

When asked about potential customer service contacts either online or by phone, 85% of survey respondents said they prefer a customer service representative versus a chatbot/AI or IVR (interactive voice recognition) experience.

Source: STARTEK U.S. Customer Engagement Survey, 2017

The hallmarks of good dialogue

What makes for good dialogue that improves the outcomes of customer interactions? There are three hallmarks to look for:

  • Professional
  • Personalized
  • Marked with moments of spontaneity

Here’s a test: if the conversation could have been with any customer at any point in time, it’s not personalized or spontaneous. It’s simply a series of canned responses used at appropriate points.

On the other hand, if the conversation could only have happened at that time and with that particular customer, then it’s truly personalized and spontaneous. If it’s also professional, then you have the makings of good dialogue.

Once your engagement specialists learn and master the concepts of using the science of human communication to create good dialogue, you’ll see the marked difference in CSAT, NPS, and FCR. And that’s not idle chit-chat.

Check out our video featuring Dr. Keaten, Chief Science Officer, explaining why we prefer humans in complex situations.

Source: http://www.startek.com/news/good-dialogue-drives-customer-satisfaction

Publish Date: February 15, 2018 5:00 AM


2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 



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