Due to a rapid growth of technology and increasing use of holistic approaches in businesses, the competition in customer support industry has increased substantially. Not only have the developments changed the entire landscape of the industry, but has also transformed business philosophy from productivity to customer centricity.
The customer centric business needs a thorough understanding of each customer individually to execute strategy and deliver greater results, creating greater value. According to Gilles Beaulac, “Customer Centric Contact Centers learn that one of the critical prerequisites is to create the most positive employee experience.” Also, the contact center needs drastic changes in the system, capabilities, processes, attitudes, and the overall corporate culture.
1. Customer Centric Quality Measurement
The customer centric contact center places its customers at the heart of its business philosophy. Therefore, these firms invest appropriately in quality monitoring tools that keep track of each transaction and resulting customer satisfaction. Besides this, firms also use customer feedback, collected through post contact surveying tools, to understand the potential of improvement in processes and workflows along with identifying the need for training and skill development.
2. Continuous Improvement in Services
The modern contact centers collect regular feedback from customers to deliver better services. These firms not only gather data from customers, but also process and use it intelligently to improve their products, personalize services, build relationships, increase productivity and bolster revenues and profits. Advanced CRM tools, evaluation of post contact customer surveys, and dedicated analytics teams are some common approaches contact centers usually use to provide proactive services and support.
3. Customer Centric KPIs
Previously, contact centers focused more on quantitative measures such as Average Handling Time (AHT) and Calls per Hour. However, modern service centers recognize the importance of measuring customer experience and agent behavior more than quantitative metrics. This does not imply that there should be no productivity based measures in place. Rather, it means that service centers should emphasize more on improving customer satisfaction than relying on increasing the number of calls.
In order to measure the agent’s productivity, you may utilize tools like schedule adherence to ensure that your team is involved and committed to increasing profitability and growth of the business.
4. Social Customer Care
With social customer care, contact centers tend to react to the comments, complaints, and requests more efficiently. This allows agents to engage with customers effectively and provide proactive services as well as control the potential damages. Some contact centers create an engaging online community for customers which serves as a useful source of information and feedback for both the customers and the agents. Besides this, these resources reduce the number of emails, chats, and phone calls to a great extent by providing helpful tutorials and blogs for the convenience of the customers.