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Boosting call center customer satisfaction - Zendesk - ContactCenterWorld.com Blog

Boosting call center customer satisfaction

Research continually shows that the phone channel results in higher customer satisfaction—it’s not surprising, given the immediacy and personal touch of a call.

That said, if your primary goal is to improve call center customer service, it’s not enough for a company to just provide a phone number to call. You have to make sure to strategically design your call center operations in a way that minimizes the major sources of customer frustration.

Staff enough agents to field inbound calls
Customers hate waiting on the phone to talk to an agent. If customer satisfaction is your call center’s primary goal, then you need to ensure that you have enough staff members to meet your customers’ phone support demands. For those unpredictable spikes in call volume, limit call queues and provide customers the option to exit a long queue and leave a voicemail.

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Empower agents to make outbound calls
If you know that you are more likely to achieve positive satisfaction with a phone call, encourage your agents to respond to frustrated customer emails with a phone call. Not only will your customers appreciate the proactive, personalized approach, your agents may find that it’s faster and easier than crafting a long email response, especially for complicated issues.

Measure satisfaction
If your company wants to improve customer satisfaction is your main goal, make sure that it’s your primary key performance indicator. Your agents don’t have to challenge the Zappos eight hour phone support call record, but if you measure agent performance based on call length rather than customer satisfaction, it’ll be difficult for your team to fully resolve your customers’ issues. To solicit customer satisfaction using Zendesk Talk, send follow-up emails after each call. Not only will you be able to understand what’s working well when your agents help customers over the phone, but you’ll be able to compare CSAT scores across all your other channels.

Find more tips for delivering great phone support with our free Getting Started with Zendesk Talk eBook.

Source: https://www.zendesk.com/blog/boosting-call-center-customer-satisfaction/

Publish Date: March 7, 2017 5:00 AM


2020 Buyers Guide IVR

 
1.) 
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

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
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.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 



View more from Zendesk

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