Image Source: Google images
To create a positive image of the business. It is imperative to ensure that customers always get the desired support service without putting much effort. For the same reason. Most of the business owners drop the idea to run an in-house call centre and approach BPO firms to render an unparalleled customer service so that nothing leads to High CES.
For those who don’t know, customer effort simply means the amount of effort that customers have to put in order to get the desired services. Whenever customer effort score (CES) gets increased, the chances of high customer attrition rate also get snowballed.
Did you know that 58% of customers stop doing business with a company after facing so much hassle to get desired services?
70% of customers discourage other people to get associated with a company. Because of poor experience that they get while getting the required resolutions.
Do you want to reduce customer effort for better CSAT score? Following points will be helpful for you:
Make suitable changes in self-service
To reduce customer effort, it is imperative for every outsourced call centre to make suitable changes in self-service from time to time. This is so because customers nowadays prefer to solve all the issues on their own but sometimes they don’t get the desired information while using self-service.
As a result, customers have to contact agents via different mediums that include telephone, chat, social media, etc. This aspect somewhere makes customers irked because no one likes to take help to solve trivial issues.
Therefore, it is significant for the call centres to find out where customers are facing problems while using self-service. Usually, customers have to deal with the hassle of instructions that are unclear or too technical.
Moreover, a reliable self-service not only reduces agent’s workload but also keeps the customer effort score in check.
Take Help From Customers
If you are an owner of an outsourced call centre and unable to keep the customer effort score low, take help from your customers as this is the best way for you. To make that happen, it is important for you to instruct all the agents to collect customer’s feedback after every interaction.
However, collecting customer’s feedback will win you only half the battle. For the rest half, you have to take an immediate action to rectify all the issues that customers have mentioned in the surveys.
Sometimes the best BPO companies in Australia, UK, USA, etc. don’t make suitable changes after collecting information from customers, which, in turn, leads to a high CES (customer effort score).
Hire multi-skilled agents
The most effective way to reduce customer effort for every reputed outsourced call centre is hiring multi-skilled agents. Sometimes customers make a call in the wrong department. Agents try to solve issues without possessing required knowledge or transfer the call to the right department. This aspect indirectly affects the CSAT score.
To prevent such type of hassle, the best BPO companies in Australia, UK, USA, etc. hire multi-skilled agents. So that customers always get the desired services without any hassle after getting connected to the wrong department.
It would be highly beneficial if BPO firms provide training to the agents after a short period of time to raise the latter’s skills & knowledge. This factor will surely help in boosting the business’s productivity.
Allowing agents to make some crucial decisions not only helps in enhancing the customer experience but also gives a positive impact on the whole staff. In addition to this, agents can make the best decisions to satisfy customers owing to regular interactions and experience.
Well, anticipating issues is one of the best ways to reduce customer effort. Do you know who can really help in resolving issues proactively? Any guesses? The answer is ‘Customer service agents.’
Usually, outsourced call centre’s owners think that collecting feedbacks from customers is enough to reduce CES and that’s why the former never take agent’s suggestions.
However, it is imperative to understand that agents usually get some valuable suggestions. During the interaction which customers don’t mention in the survey forms. This aspect tells how much it is important to take agent’s suggestions when it comes to improving CES.
Empower your agents
Another effective way to reduce the customer effort is empowering the agents to do what is best from the customer’s point of view. Sometimes agents put customer’s call on hold to take advice from supervisors or managers before making any important decision. This aspect sometimes makes customers infuriated as nobody likes to wait to get a response.
Allowing agents to make some crucial decisions not only helps in enhancing the customer experience. But also gives a positive impact on the whole staff. In addition to this, agents can make the best decisions to satisfy customers owing to regular interactions and experience.
Of course, we aren’t saying that consulting seniors or management before making any important decision isn’t a good idea. But higher authorities should only be contacted to tackle any complex situation. As this is the best way to save time and ensure high CSAT score.