Coventry (PRWEB UK) 27 November 2013
Whether in-house or outsourced, many Call Centres rely on metrics like conversion, call handling time and completion rate in order to benchmark their performance. But often they fail to effectively measure softer outcomes to truly understand the Voice of the Customer, like emotional experience and customer satisfaction, despite the fact that they’re universally recognised as critical to success.
Rapide have just outlined five ways in which proactive communication with your customers and real-time feedback from your customers can help to transform your Call Centre, with success stories from the likes of some of Rapide’s biggest clients!
Their thought leadership piece outlines five ways in which brands can use proactive communication and real-time feedback to cut resources, increase response rates and dramatically improve customer satisfaction.
Below is an outline of Rapide’s best practice tips which will help companies to make the most out of their call centres:
1. Combine hard metrics with softer human insights
Whilst metrics such as conversion, call handling time and completion rate can provide a general overview of how a Call Centre is performing, these metrics can’t tell you how satisfied a customer has been with their experience. By asking customers for their feedback in real-time, companies can gain valuable insight into where they’re going right or where they’re going wrong, allowing them to make immediate improvements to the things that aren’t working particularly well.
2. Give customers a choice of channel
It’s a fact of life that no two customers are the same; some may prefer to browse your website for information, whilst others may prefer to speak to someone in your Call Centre. That’s why it’s important to offer them a variety of channels to leave their feedback.
3. Keep control of the flow of conversations
Outbound calling can be a tricky job. Whether chasing a late payment or up selling a product, it can take a lot of calls to get the conversation going, and the agent doesn't know whether that conversation will happen on call 5 or call 50. But what if you could corral customers into time slots that matched your Call Centre resource availability?
4. Give customers the information they need before they ask for it
Sometimes inbound calls can be costly. Customers calling in for delivery information, to change an appointment or to get an update on progress can take up a lot of agents’ resource, but these costs can go down if the customer’s issue is dealt with in one touch. By proactively sending customers the information they need via text, voice recording or email, the number of inbound calls to a call centre can be immediately reduced.
5. Start predicting the future with Diamonds & Icebergs
Often hidden amongst customer feedback collected over time are trends and themes that can predict future customer behaviour. Sometimes they are warning signs or common complaints that can be responded to quickly, before they escalate into larger problems, Rapide call these ‘icebergs’. Other times they represent opportunities that can be capitalised on and Rapide call these ‘diamonds’.
Rapide’s real-time customer feedback solution, Rant & Rave, can help with all of the above, enabling companies to make the most out of their resources, reduce the number of low value inbound calls and analyse customer feedback to reveal powerful insight.
Rapide was launched in 2000 by Nigel Shanahan and is one of the UK’s leading customer engagement specialists, providing customer engagement solutions that drive advocacy to half of the FTSE.
They produce state-of-the-art proactive communication and fast feedback technology that lets their clients increase revenue and reduce churn by listening and reacting to the voice of the customer in real-time.