Ask the Expert

Five ways to improve customer satisfaction in a call center

What are your primary recommendations for improving customer satisfaction through the call center?

    Requires Free Membership to View

This question is very broad and there are many ways to address it. Below are five basic principles on improving customer satisfaction in the call center. These should provide a good starting point.

1. Define the desired performance. Show your agents what an excellent performance looks like and set clear expectations.

2. Educate, educate, educate. Make sure your employees understand the business from the customer's perspective. Help agents understand the consequences of their performance on the customer's satisfaction level.

3. Create a culture of excellence. Put significant emphasis on recognizing and rewarding top performers and people who go above and beyond. Make it clear to everyone that you run an "excellence or nothing" operation.

4. Remember the customer. Use technology to minimize the customers needing to repeat who they are and what their problem is.

5. Personalize. In everything you do, make sure the customer feels like he or she is the only one that matters. Use the customer's name, refer to personal information and congratulate a customer on his or her birthday. Make them feel at home.

This was first published in July 2007

There are Comments. Add yours.

 
TIP: Want to include a code block in your comment? Use <pre> or <code> tags around the desired text. Ex: <code>insert code</code>

REGISTER or login:

Forgot Password?
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy
Sort by: OldestNewest

Forgot Password?

No problem! Submit your e-mail address below. We'll send you an email containing your password.

Your password has been sent to: