In my recent blog What separates Which’s best and worst brands? I described three ways in which call centres can improve their satisfaction scores by creating an emotional connection with their customers. Which’s poll proves this is incredibly important as companies that succeed in creating this connection take up the top positions on the list.
While creating an emotional connection with your customers is imperative in my view, it may be futile if your call centre processes let you down. It doesn’t matter if your agents are great at showing empathy if your customers wait ages to speak to someone, and then get transferred between agents to handle their enquiry.
Here are my top tips for improving your call centre processes that will help get your satisfaction scores up: