There are a number of metrics that call centers measure but perhaps none is more important than understanding Customer Satisfaction. Customer service or customer support is one of the primary functions of the contact center. There are other functions that call centers provide such as collections or market surveys for example, but customer service and support remains at the forefront. Since this is a critical component of a business, then tracking how we’re doing in this area is crucial.
How do know if we’re doing well? We can get an idea when we look at things such as:
- Average handle time
- Average reply time
- First call resolution
- Direct Feedback
These metrics are important, but not quite as important as the foundational metric of Customer Satisfaction. Customer Satisfaction is perhaps THE MOST IMPORTANT metric of all. Why? Here are two reasons:
- It gives you deep insight into the health of your business
- It impacts long-term growth
A business that is healthy and strong on customer satisfaction is going to reflect this in all areas; sales, support and even marketing. This, in turn, will impact overall growth because satisfied customers tend to be loyal customers and loyal customers tell their friends and family about your business.
HOW TO MEASURE CUSTOMER SATISFACTION
Surveying customers is one of the only ways to really understand customer satisfaction. This can be done through email, phone or the web. To truly get credible feedback from your customers, a weighted scale should be used for the answers. Once you understand what your customers expect of you, you can pinpoint where you may be falling and correct these issues. Repeat surveys can be done again to see your improvements in customer satisfaction.
HOW CENTRIS IMPROVES CUSTOMER SATISFACTION
The contact center can play a key role in increasing customer satisfaction when attention is paid to the above mentioned factors of average handle time, average reply time and first call resolution. Here at Centris, these are the very specifics that we focus on as a means of increasing customer satisfaction for our clients.
When a customer calls in, we make sure they are not on hold for long periods of time. Being put on hold for too long is one of the primary frustrations for customers. At Centris, our goal is work with you to identify the optimal staffing to meet your target service levels. If a hold is needed, we make sure we ask the customer if it’s ok to put them on hold. If the resolution is taking longer than expected, we make sure that we “check back in” with the customer so they know they’ve not been forgotten.
We also strive to resolve the customer’s issue within the first call. If follow-up action is required, our goal is to have it resolved as quickly as possible. We sincerely want to know whether we are meeting your customer’s needs and where we can improve. Towards this objective, we have a dedicated Quality Assurance department that reviews calls against agreed upon standards. Additionally, we work with our customers to develop direct feedback channels. Sometimes, it is a simple as asking the caller, “How did I do?”
We are a near-shore, bilingual contact center with agents who are fluent in both English and Spanish. Because there are no language or accent barriers with our agents, this brings a level of quality and efficiency to our customer interactions.
At Centris, we work as an extension of your business, bringing a customized solution to your contact center needs that will ensure a high level of customer satisfaction for your business.
Contact us to learn more.
