7 Superb Ways to Improve Customer Satisfaction Score in Your Contact Center (1)

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7 Superb Ways to Improve Customer Satisfaction
Score in Your Contact Center
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Introduction

• For any service company, the biggest challenge is
  to satisfy their customers and to showcase a
  performance experience that exceeds their
  expectations, as it is crucial for running an
  efficient and effective contact center.
• As we all know the ultimate goal of any call
  center is to provide best services to their
  customers at a low cost which can be a very
  challenging task.
• Now, the question is how to measure the customer
  satisfaction level of your contact center and how
  to improve it?
• The answer to that, it mostly relies on the
  overall service experience that the customer has
  when interacting with the agents, and therefore,
  some parts of the CSAT score are dependent on the
  efficiency of the tools that the agents use such
  as a call center software.
• So to understand this in a better way let us see
  in depth what CSAT is and why it is critical
  to keep improving the CSAT level for better
  performance of the contact center.

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What is CSAT?

• CSAT stands for Customer Satisfaction.
• It is used to measure how a customer feels about
  a service, interaction or the product.
• It is described as a numerical measure of
  customer satisfaction.
• Generally, the higher the score the more
  satisfied the customer is with the service.

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How to measure CSAT score?

• To calculate CSAT score, the contact center
  directly asks their customer base to evaluate
  their service experience. Mostly, the contact
  center will provide the customers with a survey
  form through email, phone or any other mode of
  communication.
• The CSAT score depends on the questions being
  asked on the survey form. One of the most common
  ways to calculate CSAT score is as follows
• CSAT score  Number of customers who responded as
  satisfiedTotal number of customer surveyed

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Ways to improve CSAT

• Less waiting time
• Keep promises
• Learn from mistakes
• Set clear performance expectations
• Personalize keeping the customer in mind
• Keeping agents happy
• Agents Knowledge

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1.  Less waiting time

• Waiting for a long time for a call center
  representative to answer a call is frustrating.
• This is probably one of the biggest reasons for
  dissatisfaction as a customer.
• The management should provide customers with an
  option of requesting a callback instead of
  waiting in the queue

2. Keep promises

• When talking about customer satisfaction, setting
  correct expectations and living up to those
  expectations is the base for a strong trust and
  relationship.

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3. Learn from mistakes

• Everyone makes mistakes but whats important is
  to learn from your mistakes and keep improving

4. Set clear performance expectations

• A contact center is nothing without its agents.
  So it is obvious that for gaining customer
  satisfaction the management is dependent on their
  agents performance.

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5. Personalize keeping the customer in mind
For enhanced customer satisfaction, the
management should make sure that everything they
do it should make the customer feel that he or
she is the only thing that matters.
6. Keeping agents happy

• There is no doubt that happy agent happy
  customer i.e. when your agents are happy only
  then they will provide better service to the
  customers.
• Thus, for the all-round betterment of the contact
  center employee, satisfaction and engagement are
  also equally critical.

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7. Agents Knowledge

• A customer care contact center can never perform
  well if their agents do not understand the
  companys service/product completely.
• The way an agent handle the issue with his/her
  knowledge and professionalism is also very
  crucial for customer satisfaction.

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