A good company satisfies its customer, but one at the top of the ladder delights its customer with the offered products and services. A customer feels happy when you understand him but is overjoyed when his emotions and beliefs are understood.
Hence, providing an exceptional product or service is not enough. But offering your customers the timely assistance, instant solutions and easy services are things what they expect from you in addition.
If you have a call centre, chances are that you might have to deal with a lot of unhappy, irate and unsatisfied customers. There can be numerous reasons for the same such as-
Poor customer service
Customers finding it difficult to reach the customer service department, etc.
Therefore, you must change the way you operate your call centre and should incorporate some innovative tactics to improve its operation.
5 top call centre improvement tactics
Enlisted below are the tactics that are found to be used by top call centre outsourcing companies. Let’s see what they are-
Identify your target audience and create buyer personas
If you don’t know who your target audience is, how would you resolve your customers’ query? So it’s pivotal to first identify the target audience and gather some useful insights about them. This will help you create your buyer personas and understand why customers prefer you over your competitors. You must know the kind of customers you are serving and what you are doing to make their life easier.
The best way to understand your audience would be to put yourself in their place. You would be able to perceive everything from customers’ point of view.
Conduct a call centre root cause analysis
In order to identify the real cause behind the problem that call centre faces, it’s important to conduct a root-cause analysis. If the root cause of the problem is identified, then the recurring issues can be eradicated permanently. Basically, root cause analysis is associated with three elementary questions:
What is the problem?
Why did it occur?
What steps could be taken to prevent it from recurring?
Therefore, call centres must perform root cause analysis to provide splendid customer services to the patrons.
Find out additional expectations of customers
As I mentioned above, excellent product and services aren’t the only things that customers look for. But they want something extra that can give them a wow experience. Such things could be 24 hours customer support, first-call resolution, simple and easy service etc. There are customers who don’t want to contact agents to get their problems resolved, instead they want to solve their problems on their own. For such customers, the finest call centre outsourcing companies provide their customers with self-help options so that the latter can resolve their problem on their own.
Use Artificial Intelligence to improve the quality of the call centre
When a call centres’ quality takes a dip, then its manager hires quality assurance experts to improve the call centre’s quality. In fact, it’s a very good strategy but do you really think hiring a large number of agents for quality assurance would be efficient? Absolutely no, if we talk of its scaling.
However, leveraging the power of artificial intelligence could be helpful in improving the quality of the call centre.
If we believe the reports of Narrative science, 80% of executives agree that AI improves employee’s performance and create jobs.
Artificial intelligence can be used to store, collect and link deep customer intelligence that will help quality assurance teams to perform at a higher level of efficiency.
Ask your customers for feedback
Well, this is one of the most important aspects that are helpful in making customers happy and in improving the call centre’s efficiency. When agents ask feedback, the customers feel delighted because the latter think that their opinion holds some importance to the business. However, for businesses, a customer feedback can be helpful in improving the quality of offered products or services.
The above-mentioned tactics are basics and must be employed by every call centres if they want better productivity with both quality and efficiency.
The Value of Entrepreneurial Innovation to Convert Your Business Into a Brand
A common question that often pops up while starting a new business is:‘How much value will we place in turning this business into a brand?”If you are looking for ways to appeal to and reach out to several customers, then you need to find out the answer for thiscritical question.
The first step towards understanding the value of an entrepreneur to convert your business into a brand, is to understand the importance of branding. This process helps business owners to brand their products or services so that customers will remember them, and be attracted to buy from them again. Businesses have to be careful with this process, as it is often do-or-die in terms of retaining or losing their customers.
Branding takes time to accomplish because it requires a lot thought, effort and time from business owners. There are a few key elements to increase the value of converting your business into a brand. Leading entrepreneur Lewis Schenk has a unique strategy that is unseen in the current industry, which is integrating publication relations into branding and marketing strategies.
Who is Lewis Schenk?
Formerly an elite amateur/aspiring professional golfer, Lewis’s golfing dreams became more difficult when the covid-19 pandemic hit in January. With his plans put on hold without being able to play golf, he quickly pivoted with the help of one of his mentors. “I moved super quick when I knew the pandemic was about to hit. My plans got put on hold but I was fast to adapt” Lewis explains. Having journalism experience with projects he did in college in the USA, Lewis used his network to build his own agency, Boost Media Agency. Since then, he’s served over 150 clients, helping themto get featured in leading digital publications and become the most, known, liked & trusted in their industries.
Integrating PR & Branding
As a business owner, it is your job to ensure that you stand out in the market.You have to ensure that you will not waste precious advertising money in the start-up phases, by buildinga brand that has a high value to your audience – meaning more money and profits in the future. “As business owners, we cannot just jump into this process. It requires a lot of time, effort, guidance and money for this to be successful, and we have to be sure of our strategy before starting this process” Lewis explains. This is where Lewis shines, as he specializes in coming up with unique public relations strategies and ideas to ensure maximum growth for his clients.
A new business is a risky investment. There are many risks involved in setting up and running a new business, and one of these risks is the loss of your customers and losing your market value. A lack of strategy and experience is the new entrepreneur’s biggest downfall, as they spend all their money on pointless hacks and courses. Investing in public relations is the best form of advertising, as for one, its permanent. Rather than spend $200 on advertising that will run out on a week, spending $200 on a published article to a leading news site will yield results long term, as it remains permanently, meaning increased chances of more eyeballs seeing it over time. As a business owner, you must learn all you can about this process or consult with someone like Lewis who does, so that you know the value public relations to convert your business into a brand. With this knowledge and understanding, you can control your strategy, your business and your success.
Also,as business owners, we must use a strategic approach in our decision making. This strategic plan will help you to overlook the strengths and weaknesses of your business and how they can be turned around.A strategic approach also involves finding out what the strengths and weaknesses of your business are and implementing the appropriate changes to make your business more profitable. Evaluating your current business model to identify the strengths and weaknesses of it, can greatly improvethe company by making some tweaks and adjustments.
Ensuring that we don’t invest money and time in the wrong areas of our business, by shifting the focus towards branding and public relations in marketing strategies, will ensure far greater business success.A business without publicity has no potential for expansion. If you have no courage and time to take these steps for your own business, then you realize the value of hiring a professional entrepreneur such as Lewis Schenk, to convert your business into a brand.