{"id":51669,"date":"2013-01-28T13:18:00","date_gmt":"2013-01-28T21:18:00","guid":{"rendered":"http:\/\/customerthink.com\/3_call_center_best_practices_from_the_consumer_s_perspective\/"},"modified":"2013-01-28T13:18:00","modified_gmt":"2013-01-28T21:18:00","slug":"3_call_center_best_practices_from_the_consumer_s_perspective","status":"publish","type":"post","link":"https:\/\/customerthink.com\/3_call_center_best_practices_from_the_consumer_s_perspective\/","title":{"rendered":"3 Call Center Best Practices from the Consumer’s Perspective"},"content":{"rendered":"
Over the last few months, I’ve read countless articles related to call centers. All of which repeat the same points when it comes to best practices: determine your goals, hire the right people, train and motivate your staff, understand the metrics (IE. average handle time), etc. While these are all great points to keep in mind, it left me wondering, ‘where does the customer’s point of view fit in?’ It seems many articles reference relationship management, but are contact center managers really listening to their customers’ needs, wants and thoughts?<\/p>\n
Martha Rogers sums up customer expectations with this statement,<\/p>\n
“People want what they want when they want it.”<\/p>\n
Your customers are the lifeline of your business and they should be at the top of your list when considering (and implementing) best practices. A benchmark research report by ForeSee demonstrates the impact customer satisfaction has on the future success of a call center. Based on likelihood scores, highly satisfied consumers report being:<\/p>\n
174% more likely than less satisfied customers to make contact again
\n154% more likely to purchase next time
\n238% more likely to recommend the company to friends and family members<\/p>\n
The above results imply that satisfied customers are more likely to engage, interact, buy and refer. Meaning, you’re more likely to succeed if you can meet and exceed customer expectations.<\/p>\n
Top 3 Customer Inspired Best Practices for the Contact Center<\/p>\n
Reverse three of the most common customer complaints into ways your organization can improve in 2013.<\/p>\n