Nearly one-third of all customers will walk away from a brand or company after a single bad experience. More than half of customers will walk away after several bad experiences. These figures hold true even among the most dedicated and long-term customer cohorts.
With so much at stake during every customer interaction, it is critically important that businesses use a customer-centric model of contact management. Here are the top three tips you need to implement customer-centric call center services today.
Why Contact Management Isn't Already Customer-Centric
If you run a business, you have a lot on your plate. Call center management requires juggling:
- Legal restrictions
- Data health and hygiene
- Marketing campaigns
- Contact management efficiency and efficacy
With so much to focus on already, it's easy for companies to focus on what they need from their contact management systems. In doing so, however, businesses can lose the customer-centric approach that makes call centers truly effective.
What Does a Customer-Centric System Look Like?
What does implementing a customer-centric culture in a contact management system or call center look like? Customer-centric systems:
- Put at least as much emphasis on customers' needs, desires, and priorities as those of the company itself
- Collect, consider, and pro-actively respond to customer feedback from all channels
- Are readily accessible to customers via customers' preferred contact methods
- Invest in building long-term customer relationships
While these ideals are admirable, businesses sometimes struggle with how to put them into effect.
How to Get Started
Are you managing a call center? If so, here are the top three strategies you can put in place today to make your business more customer-centric.
1. Take User Experience (Ux) Into Account Whenever You Make a Decision
Before making decisions about products, marketing messages, or procedure changes, pause for a moment. Ask yourself how the proposed change will impact your customers.
Will it make their experience better? If so, it's probably a great choice.
Will it take longer for them to get service? Will it make the process more confusing or frustrating in any way? If so, explore how you can redesign the proposed change, product, or procedure to avoid making customers unhappy.
Even small changes to wording, website layout, and automated phone menus can have an outsized impact on customer experience.
2. Anticipate What Customers Want
Responding proactively to customer feedback is essential, but it will only get you so far. Customers often have needs and desires that they do not specifically ask for because they are not aware that it is even possible for you to meet those needs.
Get to know your clients intimately. Learn their processes, priorities, and biggest struggles. Then think outside the box to come up with ways you can meet those needs.
3. Get Your Employees Involved
To build a strong customer-centric culture, you need to tie employee experiences to customer experiences. Look for ways to adjust your compensation and in-house culture-based activities so that they are better linked to customer outcomes.
For example, link bonuses or special employee challenges with desirable rewards to achieving customer satisfaction goals rather than sales goals. Adjust the standards that employees are evaluated on to reflect customer service as a priority.
Volie Can Help
Volie's contact management platform is powerful, efficient, and cost-effective. With all of your own needs covered by our system, you'll have the time and freedom you need to focus on creating a customer-centric culture in your organization. Schedule a discovery call to learn what Volie can do for you, today!