The rapid development of technology has enabled a better form of telecommunication, with the use of contact centers, to connect closely with the customers by providing extensive customer service and guaranteed satisfaction to their concerns. The measure in providing the best experience has made their way through recorded conversations, chat support, and quick response to customer inquiries. These elements are key components to get a grasp of the new and most important performance indicators of customer service.
Getting to know what your client wants and needs can take a lot of time and physical effort by only having them raise their concern through contact forms and personal appointment. Customers nowadays, having the impression to have short attention spans, prefer electronic negotiations that require high-technology upgrade and skilled team members to take charge in any customer concerns at any given time.
In an article written by CIO, it is said that in order to create loyal customers it is important to provide great customer service, one of the points why customers return is the pleasant experience and easy transaction they have with your business. Response to any client concern is expected to be real-time and spot on, this means an agent is projected to be a subject-matter expert and would resolve any issues that come forward.
The increasing number of calls produces an increasing number of agents, thus, it becomes a tug-of-war between service level for clients and quality of training for each allocated staff therein. However, hiring agents committed to service and satisfaction will bring the utmost success to the contact center of your business.
Factors to Consider in Customer Support
An effective customer care center should be willing to change in order to gain trust from their clients and receive feedback to define the right indicators. There is a global standard of performance metrics, proven by experience on accounts held over the phone, used by every contact center to monitor quality of the customer service regarded as:
Cost per call – A call is expected to be answered in 20 seconds. With the calls permitted to be recorded, large volume of calls require to be answered in an expected time frame either human or automated; this includes utilization of assets and agents in resolving concerns during the first call. In an article by HDI, this metric branches out further to the capabilities of an agent through customer satisfaction.
Agent – A person or an allocated member that answers the call and help the customer (caller) find the best resolution for their concern in an estimated duration of 2-4 minutes and is expected to provide value to the customers by having their needs as priority. Their skills are measured by performance, verbal communication, and regular office attendance.
Resolution – Each call has a target to be resolved during the first contact, as customers expect quick response in an instant, which also depends on the level of concern being handled. IFC for Global Practices in Call Centers explained that understanding the customers’ needs and providing relevant information is the root element to assure quality of customer experience and navigation towards ending a resolved call.
Satisfaction (Agent and Customer) – while the priority of each business to provide quality of services, this is also reflected to the quality of operations held by the management to deliver excellence and indicate underlying motivations and stress points that affect productivity and projected revenue.
Advanced Metrics Predict the Future
Key Performance Indicators (KPIs) are your eyes to the future. They predict the long term performance of your business and indicate the characteristics that help you achieve success in terms of managing performance, quantified measurements, and improve customer care. This vital business intelligence allows you to develop a stronger team approach and improve your practice in structural organization, highlight trends for your business services, and pin-point areas that determine customer-related concerns for continuous improvement.
Enhancing business reputation is built from both organizational and consumer perspectives. These measurements help in avoiding the misuse of assets, improve customer impact, and determine the overall performance in management and customer service. Get the right contact center for your business and let yourself off-the-hook to be more focused on the services you may want to develop and offer for the future clients.
Choosing the Right Contact Center
Call management service is an advanced solution in handling business calls under a term of a paid agreement. The demand of hiring the best agents in any business industry is a challenge but having to know what support service do you need for your company and the expertise you would want to focus on may help you figure out the best contact center.
Infinit Contact is at your service, the top provider of the most competitive outsourcing contact center solutions to represent your company with quality-achieved performance and management strategies to improve customer relations and operational success.
Find out here how Infinit Contact can help you bring the best of service.