5 Ways BPO Companies hike the customer satisfaction

by Jennifer Aniston Author

CSat score or customer satisfaction is talked a lot among the businesses and customers. The increasing significance of customer experience has compelled businesses and call centers to innovate the overall service level.

BPO companies across the globe are ensuring to assess their efforts with the customer expectations. This is imperative; to find the match between what you are offering and what your customer wishes for. In this blog, we are going to walk through the 6 secret ways using which call centers or businesses (with in-house facility) can ensure a maximum level of customer satisfaction.

Know what your customer expects

As per a study, for every single customer complaint, there are around 26 dissatisfied patrons who remained mum. Hence, it becomes paramount to gather customer feedback in order to get a clear idea of what they want from you. If you do not want to conduct surveys using your internal resources, you can always choose to outsource. A proficient BPO service provider can render valuable analysis for the customers using mediums such as phone, email, IVR, online and face-to-face.

Use precise metrics

One of the most chilling thoughts for a business owner is that the data they are using is not authentic. This is quite scary as you will make all the big business decisions based on the data only. A report suggested that most of the organizations overestimate their customer satisfaction scores. This results in business owners depending on unrealistic expectations, which, in turn, leads to allocating resources to wrong areas. Hence, tracking and assessing the numbers twice or thrice to maintain the precision is imperative for business’s success.

Keep testing

This is an interesting way to assess the service level of your own business. What you have to do is that you call your own customer service department and see what is going on. You can examine the communication level of your agents and see if they are adhering to your business’s bottom line or not. This practice of continuous testing actually gives you an upper hand and enhances the overall customer satisfaction score. Along with this, you can also conduct a focus group survey and collect the review.

Keep your staff happy

The attrition rate of agents is another aspect that bothers call centers a lot. And the most of the agents leave because of the lousy work environment rather than low compensation. This is alarming. As competent BPO companies, the organizations should increase the level of agent engagement, enhance the coaching standard and inspire staff. When your agents are happy, the level of service that they offer will be above par.

Never leave a customer waiting

Leaving a customer to hold on call is like throwing away the future business opportunity. To avoid long hold times, companies should include a call-back option. This alternative saves a lot of calls that would have been abandoned.