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Customer Service

4 Contact Center Technologies You Need to Integrate Into Your Call Center Operations

Contact Center Technologies

Contact Center TechnologiesCall centers have evolved a lot over the past several years thanks to a plethora of emerging technologies that continue to change how customers and brands interact.

These technological breakthroughs are optimizing call center customer service processes in the Philippines and reducing operational costs. The best part? Customers are also getting plenty of benefits from these emerging trends as well.

There are no two ways about it: If you invest in these technologies, your brand and customers have everything to gain.

Do you want your call center to stay head and shoulders atop the competition? Then you’d do well to consider adopting the following technologies.

1. Cloud computing

Cloud-based solutions have been elevating the call center industry for years, and they continue to do so.

And the cloud is showing no signs of slowing down. According to a Forrester report, the global cloud market share of $146 billion from 2017 is expected to rise to $236 billion by 2020.

It’s not hard to understand why. Cloud-based solutions, after all, promise greater scalability, better security, and improved efficiency in many areas of call center operations, resulting in better customer service and higher ROI.

2. ‘Smart’ IVR Technology

IVR technology has made significant gains over the past several years thanks to its integration with automated solutions, cloud-based technology, and advanced analytics software — just to name a few.

Call monitoring has never been precise and comprehensive as it is today. As a result, call centers are getting more relevant and accurate insights about their customers, allowing them to provide much better service across the board.

To top it off, ‘smart’ IVR technology has become even more consistent in routing customers to the correct departments, improving first call resolution and enhancing overall customer experience.

3. Agile CRM Systems

With the way APIs have become more versatile lately, the integration of CRM systems with multiple applications has become even more seamless.

As a result, call centers have become even more effective in acquiring relevant customer data from all communication channels.

This, of course, paves the way towards a more robust omnichannel service. Whatever platform each client prefers, agents can have a full view of his or her interactions with the brand and therefore are able to deliver a more consistent and personalized service.

4. Workforce Optimization Software

Workforce management has always been integral to maintaining a more productive workforce. But to maximize the competencies of the workforce in the long term, the scheduling, forecasting, and tracking of employees have to take into account all relevant data.

That’s not always an easy task for the workforce staff.

Thankfully, most workforce optimization software available these days are powered by robust AI algorithms and predictive analytics that not only help call centers streamline workforce processes but also generate forecasts with high accuracy.

Final Word

Today’s customers are more technology-savvy than ever. If you want to keep them satisfied and engaged with what your brand has to offer, you have to keep up with the latest technological trends.

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3 Creative Ways to Train Call Center Agents

Train Call Center Agents

Train Call Center AgentsMany of us have experienced having slept through an entire lecture on account of an instructor’s boring and uninspired teaching style.

There are many contributing factors on why some lectures are boring to students, but first and foremost among them is rote teaching.

A subject matter may be of particular interest to students, but if a professor is teaching in a manner that is mechanical and repetitive, there’s a good chance that the students may eventually lose interest, thus stifling the learning process.

The same rule applies to training our call center customer service in the Philippines.

If you want to effectively train agents, you have to adopt a progressive and improvisational approach to delivering instruction or coaching.

Here are the creative ways you can train call center agents.

1. Group activities

According to a 2014 study conducted by Johnson, students learning in a group setting have “greater knowledge acquisition, retention of material, and higher-order problem solving and reasoning abilities.”

Unlike individual learning, group activities create opportunities for exchange of ideas and cooperative learning, not to mention train agents on how to work well together.

By paving the way for members of a group — big or small — to capitalize on one another’s resources and skills, group activities create possibilities for new and innovative ideas.

Group activities can always be added to the agenda in team huddles and team building activities. They are also a great way to create or establish a positive relationship with co-workers.

2. Storytelling

All of us have an innate love for stories. Not only do they entertain us, but they also teach us about life in a manner no other medium is capable of.

Storytelling is effective as a teaching method because it creates an emotional response that lends more impact and gravity to the ideas and lessons within the story.

There are many ways storytelling can be incorporated into training. You can always start with product training in which a trainer can tell the story of why and how the company’s products are created, and how the owner brought them into being.

Business owners or managers can also share inspiring stories, fact or fictional, about successful individuals, telling how they came upon their success.

3. Role Playing

Role-playing is an effective teaching method, especially during the training process. By acting out call scenarios, agents can put into practice what they’ve learned from the product training.

Through these practice sessions, agents can familiarize themselves better with different call scenarios, and as such will know how to respond when they encounter such scenarios while speaking to real customers.

Role-playing offers great opportunities for agents to smooth out their rough edges. More importantly, it’s a perfect avenue for them to make mistakes, and as such are unlikely to commit them again once they’re on the floor talking to real clients.

Key Takeaway

Agent development doesn’t end with onboarding; rather it continues throughout an employee’s life cycle within the organization.

Learning opportunities can happen anywhere, and a call center organization has much to gain by recognizing them as such and capitalizing on them. By engendering a culture of creativity, learning, and innovation within the organization, an upward trend towards success is easily achieved.

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3 Reasons Why Self-Service Options Are Crucial to Delivering Top-Notch Customer Service Experience

Sel-Service Options

Sel-Service OptionsWe sure have come a long way regarding technology. These days, we can do nearly everything on our mobile phones.

As such, it’s not entirely surprising that our recent leaps in digital technology have radically changed the way customers interact with businesses.

The more tech-savvy customers become, the more they become self-sufficient. If you want to address customers’ need for self-autonomy, implementing self-service options is a good start.

Self-service resources can take many forms: FAQs, knowledge bases, self-checkout, interactive voice recognition (IVR), just to name a few.

According to a Pew Internet study, 92% of people rely on search engines to find information on the web. It only goes to prove people’s natural inclination to help themselves.

There are many ways self-service resources can improve customer experience, and we’re going to discuss them in great detail below.

1. Empowers customers

Recent studies show that 60% of Americans would rather solve problems on their own rather than talk to a customer service agent.

By providing customers self-service options, you satisfy one of their most basic psychological needs — the need for self-autonomy.

In short, people enjoy having a sense of control over their problems. If a customer, say, goes to the FAQ section on a company’s website to find out how to redeem a gift card, it gives them a sense of accomplishment.

Provide them with the means to do things on their own, and they’ll appreciate your brand for it.

2. Increased voice support availability

Most customers prefer going to a service provider’s website first before deciding to call our customer service call center in the Philippines hotline should they have questions about a product or service they need answers to.

If your company website doesn’t offer self-service options, chances are customers are going to call customer support for help even for the most basic questions.

This, of course, results to overloaded customer service queues, which can be frustrating for customers.

By adding an FAQ page or a knowledge base to your website, customers who prefer to solve their issues with the service won’t have to compete for accommodation against those who are more inclined to talk to a live human agent.

As a result, the latter won’t have to wait long before connecting to a call center agent.

3. Better customer service

Agents who are made to answer the most basic questions over and over again over a long period might eventually feel bored and disillusioned about their chosen career.

But when you provide customers self-service alternatives, customer service professionals are spared from repetitive questions, since the answers to which are already made available for their convenience.

When work stops becoming a drag and a dull exercise, your agents are more likely to be happy with their work, and such will deliver better customer service.

Final Word

The modern customer is always looking for streamlined customer service experiences. By taking advantage of self-service resources to meet and exceed customer expectations, you’re providing your brand excellent opportunities to deliver a positive customer experience without even talking to customers in the first place.

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4 Customer Service Mistakes You Are Probably Making Right Now

Customer Service Mistake

Customer Service MistakeGood customer service plays an integral part in a business’s long-term success. Numerous studies and statistics over the years have proven this without any shadow of a doubt.

It is for this reason why most call centers are adopting a customer-centric approach in communicating with their clients.

That said, one crucial mistake a company can make is to assume that it’s delivering excellent customer service even when it’s not. This is a disaster waiting to happen.

The first order of business to avoid this predicament, of course, is to become aware of the most common customer service mistakes call center companies make.

So without further ado, here are customer service mistakes you are probably making right now.

1. Not enough focus on active listening

It’s often emphasized how important active listening is when it comes to providing good customer service. Active listening, however, is a skill that’s often overlooked and misunderstood.

Contrary to what others think, active listening goes beyond hearing the words coming out of the customer’s mouth.

It involves listening to all our senses, asking the right questions, and knowing when to shut up, just to name a few.

Active listening is a tough skill to master, but you’d do well to provide your agents with the relevant training in this regard. It’s an investment that is sure to pay dividends in the long run.

2. Call center agents are not motivated enough

As the old chestnut has it, “happy employees create happy customers.”

By compensating your call center agents well for their efforts and fostering a positive workplace culture, you are giving them more reasons to stay motivated at work.

When employee engagement is high, agents tend to take their jobs more seriously. Better yet, they are more likely to take delight in what they do. This results to happy customers. It’s a win-win situation for everyone involved.

3. Long hold times

It’s no secret that many customers don’t like being put on hold. In fact, 32% of customers believe that call center agents shouldn’t be doing so in the first place.

While that is an unrealistic demand, it only goes to show why call center agent have to avoid putting customers on hold for a long time.

To eliminate the need for long hold times, you have to optimize and streamline your call center’s processes so that your agents can pull up customers’ information with minimal effort.

4. Long call queues

Long call queues are just as annoying as long hold times, possibly even more so. It can be very unpleasant for most callers to hear the words “Your call is important to us. Please continue to hold.”

If you want your customers to think highly of your customer service, you have to take the necessary steps to avoid long call queues. Hiring more agents often does the trick. If that poses a problem budget-wise, you can shuffle employee’s schedules in such a way where more agents are available during peak hours.

Another solution that has been proven to be effective is to provide customers with the option to request a call-back.

Final Word

A company’s reputation is only as good as the quality of its customer service. Your brand may have the best product in the market, but if your customer service is poor, most customers won’t hesitate to look to other competitors.

In the final analysis, it’s how well you treat your customers. Treat them like we do at customer service call centers in the Philippines and that will separate your brand from the rest. Considering how fast information gets around these days, you simply can’t afford to make mistakes.

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4 Ideal Characteristics of a Successful Call Center Manager

Call Center Manager

Call Center ManagerEvery call center needs great managers in order to thrive, even more so on account of the rapid changes in today’s business climate.

While each call center manager is different, the successful ones share distinct personality traits that drive their success.

And by “success” we mean their ability to encourage and motivate their agents to perform better on the floor. But then again, that’s not all there is to it.

With the way customer service processes have changed through the years, call center managers always have to keep up, and as such need to adjust accordingly in order to be more effective leaders.

So what are the common qualities that separate the great call center managers from the rest? Feel free to dive in if you want to find out.

1. Communicates with agents all the time

Since agents are the ones who talk to customers on a regular basis, they have a more profound knowledge of what customers need. Managers with good sense know this.

A customer service call center manager in the Philippines worth his salt will use this knowledge to the organization’s advantage, especially in terms of how to improve customer experience and inspire customer loyalty.

In addition, call center managers who talk to their agents regularly go a long way into empowering the workforce.

Furthermore, agents who feel that their thoughts and opinions matter will feel more motivated to be at their best.

2. Critical thinker

Call center managers are regularly tasked to come up with big decisions that will make a significant impact on the organization going forward.

As such, managers need to have the ability to think critically.

This means not taking everything at face value. By making it a point to look at challenges from every angle, a manager can come up with decisions where the positives outweigh the negatives not just for the present situation but in the long run as well.

Call center managers who are strategic-minded are a great asset to your organization because you can exchange ideas with them and in turn enable you to come up with great decisions yourself.

3. Excellent coach

According to recent research, the most significant ability that separates great managers from the middling ones is coaching.

By taking the time to have meaningful coaching sessions with agents, a call center manager can establish a meaningful connection with them. This, of course, leads towards meaningful growth.

Just the mere knowledge that the manager has his back engages the agent in more ways than one. It allows them to move forward positively but in a way where a sense of accountability is established.

4. Stays on top of the latest technological trends

The new wave of technology spurred on by the digital age has radically changed customer service processes as well as customer expectations.

A manager oversees many areas of a call center’s operations, and as such will have to stay updated on the latest innovations that would change the organization’s infrastructure.

If the call center is transitioning to the cloud, for example, a manager, who has more than a passing familiarity of how the technology works will be more able to help agents build and develop the necessary skills needed to thrive in the new system.

Key Takeaway

As the cliche goes, change is the only constant thing in this world. This is why being a great manager is a lifelong pursuit that needs to be taken seriously.

While it’s true that some people are born leaders, anyone can develop the leadership skills needed to thrive in any industry. You can certainly get a good head start by emulating the four characteristics discussed in this article.

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4 Ways to Handle Irate Callers in the Call Center

Irate Callers

Irate CallersLet’s face it: handling irate callers is not fun. But then again, angry customers come with the territory when you’re a customer service professional.

As such, it’s worth noting that customers are far more likely to tell their friends about their negative customer service stories rather than the positive ones.

Which goes to show that if your agents haven’t been trained enough on how to handle irate callers, your organization is bound to suffer severe losses in terms of its overall bottom line.

While you can’t please every caller,  it pays to ensure that your agents are well-versed in the best practices when it comes to handling difficult customers in your call center.

Here are steps your agents can do to satisfy irate callers.

1. Sit back and listen

You can already tell by the customer’s voice that he’s upset, and he wants to tell you all about it, perhaps in the most colorful terms.

At this juncture, the best course of action is to shut up and listen.

It might be tempting to interrupt the customer if you know that it’s not entirely the company’s fault. But then again, doing so would only upset him more.

So listen. Really listen. By allowing the customer to vent his frustrations without interruptions, chances are he’ll be much calmer once he’s done.

Better yet, he might even have a better understanding of his situation or issue just by talking it out. Either way, once the customer is done talking, you’ll find that he’ll be much more cooperative.

And since you took the time to listen (and jot down notes), you’ll have a better understanding of the customer’s issue yourself and thus will be more equipped to work with him in coming up with solutions.

2. Apologize

Once the customer is done explaining the issue, the next thing an agent should do is apologize.

And yes, the same thing applies even if the issue is the customer’s fault. This is even more, the case if the caller is upset.

It is the call center agent’s responsibility to assist, not blame the customer for mistakes or misunderstandings about a product or service he has paid for.

By providing the customer a sincere apology, an agent is making it known that he’s there to help.

3. Provide solutions and be quick about it

If the customer is already feeling angry, it will only agitate him more if the agent is a slow poke at providing answers and solutions.

So make it quick. If possible, avoid putting the customer on hold. This way the customer will feel that their issues are being addressed with a sense of urgency.

Additionally, call center managers can help agents deliver solutions more efficiently by providing them with high-end cloud-based call center software.

4. Go the extra mile

One great way to appease irate customers is to offer them some form of compensation. No surprise there. After all, everyone wants free stuff.

By going the extra mile for upset customers, you are letting them know that you’re truly sorry for the inconvenience and that you value your business relationship with them.

If you’re worried about the financial losses that come with offering freebies, just take comfort in the fact that acquiring a new customer costs six or seven times more than to retain an existing one.

Final Word

On top of the tips mentioned above, call center customer service agents in the Philippines can go a long way into satisfying angry customers by maintaining professionalism, patience, and courtesy at all times.

Besides, irate customers are part and parcel of running a business. Above all, businesses that employ sound strategies to make grumpy customers happy will have increased customer retention and customer satisfaction, which will bode well for their ROI.

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5 Creative Ways to Improve Customer Experience

Improve Customer Experience

Improve Customer ExperienceCustomer service has been undergoing rapid changes over the last several years, thanks to digital technology, automation, and cloud services.

While recent technological advancements has changed expectations for call center customer service  in the Philippines, one thing remains the same: customer experience impacts brand loyalty better than everything else.

In fact, studies show that customers are willing to pay more to get better customer service from their providers.

That said, it’s becoming tougher and tougher to impress customers these days. When one takes into account omnichannel solutions, it’s not in the least surprising.

But if you are willing to think of more creative ways to “wow” your clients, you’ll find soon enough that the effort you put forth in the endeavor will be more than worth it.

So how does one get creative in delivering positive customer experience to clients? Let us count the ways.

1. Personalize your service

Many studies suggest that personalization influences how consumers view a brand. When a business delivers personalized service, customers become more engaged and are more likely to make repeat purchases.

Thanks to CRM integration, call centers have a more efficient means to keep track of customers’ needs. Cloud software also allows you to personalize the call queue based on the information of the caller.

Personalization goes beyond the call center as well. With the help of multichannel platforms, you can interact with customers via the method they prefer, be it mobile, social media, or email.

2. Write a thank you note

If you want to show customers your appreciation for doing business with you, sending them a thank you letter should do the trick.

Besides, saying thank you is all about common courtesy, which is something your call center needs to show on a regular basis if it wants to run a customer-centric business.

A simple “thank you,” however, is not enough. If you want to inspire brand loyalty, you need to send a thank you note that is as personalized as it is thoughtful. One effective way to do this is to tell the customer why you are thankful in the first place.

3. Be proactive in delivering service

In order for you to deliver customer service that goes beyond clients’ expectations, you have to anticipate their needs at every opportunity and be proactive in your approach to fulfilling them.

With the help of CRM, you can keep track of customer sentiments across a variety of channels. With this wealth of information at your fingertips, you can eliminate product or service issues before they arise.

Keeping customers informed in advance and providing them with self-service options increase engagement, thus fostering customer empowerment and loyalty.

4. Implement a call-back solution

Customers don’t like having to wait on hold or call queue for minutes on end. To spare them from the frustration, you can offer to call them back at a time that’s most convenient for them.

Customers like being provided options, and a call-back solution is one option that allows them to manage their time in regards to their issue with the product or service.

5. Give them the good ol’ freebie

Customers do appreciate receiving free stuff from providers, especially when there are no strings attached.

Don’t settle for the generic stuff, though. Instead, give them something that they’re interested in. This is where CRM comes into play.

Final Word

Creating a positive customer experience in client-customer interactions is a long-term strategy that will pay dividends on your bottom line.

Your customers, after all, are the lifeblood of your business. To keep your brand alive, it needs a creative shot in the arm every once in a while.

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3 Proven Techniques in Lowering Abandon Rates

Abandon Rates

Abandon RatesIf you’re running a call center, abandon rate is one of the most crucial performance indicators you should pay close attention to.

For one, a high volume of abandoned calls speaks volumes about the quality of your customer service.

Most of us have experienced abandoning calls after being made to wait too long on the line or having to go through circuitous IVR menus.

It’s not a pleasant experience, and it certainly doesn’t make you think highly of the company you’ve been trying to reach.

If your call center is registering a high amount of abandoned calls, it’s necessary that you make the necessary adjustments to curb that trend.

As a business owner, here are proven techniques you can employ to lower your call center’s abandon rates.

1. Streamline your scripts on your automated messaging system

We’re sure you’ve heard this a million times before: “Your call is important to us. Please stay on the line, and one of our representatives will take…” and so on.

To make matters worse, you have to listen to that same maddening script over and over until you decide you can’t put up with it anymore, hence the high incidences of abandoned calls.

That script  is not just outdated, it sounds cliche and boring. It gives off the impression that the call center is just phoning it in (no pun intended).

As far as your welcome message goes, the best approach is to tell customers upfront that they’re being held in a queue.

Better yet, you can provide customers more helpful information to listen to. By keeping them engaged, you are giving them more reasons to stay on the line.

2. Offer a callback option

Imagine this: you’ve already spent more than five minutes waiting for an agent to speak to you and you suddenly remembered you haven’t fed your goldfish the entire day.

And so you are left with two options: A) Abandon the call and feed the poor thing, B) Keep waiting (after all, you’ve spent several minutes on the phone so you might as well make them count).

The better choice, of course, is A. After all, keeping your goldfish alive should be your top priority.

But here’s the thing: you could have offered a third and better option. You could have offered a callback.

By providing callers the option to request a callback at their preferred schedule, you are providing them the convenience of being able to manage their time better.

Better yet, by offering a call back option, you can reduce the number of callers on the waiting-list during peak hours, allowing better management of call volume.

3. Increase the number of call center agents on the floor

The best way to lower abandon rates in your call center is to employ more agents. This, for obvious reasons, reduces the number of callers on the queue.

If that is not a viable option, you can also make changes in your staff scheduling. By assigning more agents on shifts where higher call volume is to be expected, you can reduce the number of callers on hold, thus lowering the chances of abandoned calls.

Key Takeaway

The three techniques mentioned in this article have been proven to reduce the amount of abandoned calls in customer service call centers in the Philippines.

The importance of abandon rates can’t be emphasized enough. For one, they have a tremendous impact on customer satisfaction. And it’s been long proven that customer satisfaction almost always translates to better business.

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6 Ways IVR Systems Enhance Customer Service

IVR Systems

IVR SystemsImproving customer service remains a top priority in most call centers, and it’s just as well considering the major impact customer loyalty can have on a company’s bottom line.

That said, IVR systems have become even more integral in ensuring that customers are happy with the brand or service they have signed up for.

In fact, IVR (interactive voice response) systems account for 27 percent of total call experience, according to a report conducted by the firm JD Power & Associates in 2016.

Thanks to the emergence of cloud automation, IVR systems have become even more common as call centers rise to the challenge of keeping up with ever-evolving customer expectations.

Here are the top ways IVR systems enhances customer service call centers in the Philippines.

1. Improved call routing

Using voice prompts, IVR systems can identify and gather customer information efficiently. This information is then processed by the system, proceeding to route callers to the department that is most qualified to address and handle their issues.

By using an optimized and efficient list of menus, an IVR system ensures that customers don’t have to go through the hassle of being transferred from one department to another.

2. Personalized service

By identifying the caller ID of customers, IVR systems can be customized to provide a more personalized service.

An IVR system can be programmed to greet customers on their birthday, offer loyalty programs and personalized incentives to qualified customers.

Through personalized service, call centers can instill loyalty among clients, thus improving customer retention.

3. Reduce hold times and queues

An IVR system is an automated solution that can resolve and address multiple issues more efficiently than agents, resulting in reduced hold times.

And since some callers prefer to use the self-service option that IVR provides, the state of queues in the call center is more easily regulated and managed.

4. Empowers customers

IVR systems offer self-service options that empower customers who prefer to help themselves, thus improving overall customer experience.

This, in turn, gives customers a sense of autonomy in how they communicate with the brand and in how they manage their account.

Self-service options also provide customers with effortless engagement, giving them another good reason to stay loyal to your brand.

5. IVR systems don’t experience fatigue

While IVR systems don’t have the human element required to make genuine connections with customers, they do have an advantage over their human counterparts: they don’t get tired.

Agents are only human, making them susceptible to mistakes when they are feeling fatigued. IVR systems, on the other hand, don’t have that disadvantage. Since IVRs are automated, the quality of service they provide are always consistent, at least barring technical difficulties.

6. Improve first contact resolution

By routing callers to agents who are most qualified to address their issue, IVR systems can significantly shore up a call center’s first contact resolution.

The important of first contact resolution as a metric for call center performance can’t be emphasized enough.

In fact, a study by SQM group reports that a 1% increase in FCR also translates to a 1% increase in customer satisfaction.

Final Word:

As a business owner, it’s important to bear in mind that customer experience is always the most important metric in running a successful call center business.

There are many things you can do to keep customers satisfied with your service, and utilizing a sophisticated and intuitive IVR system should keep you on the right track.

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Great Ways to Personalize the Customer Experience

Customer Experience

Customer ExperienceEvery business is forged by developing and nurturing relationships. Without that personal connection, businesses are bound to fail.

It is for this reason why businesses are always aiming to personalize their call center customer service in the Philippines. And now that multi-channel platforms have proliferated, more and more customers are expecting service providers to keep up.

That said, while digital channels offer new possibilities for customer interactions, customers are still seeking an authentic connection with brands.

And it goes without saying that you have to do your part as well.

Here are tips for personalizing customer experience in your call center in a way that drives brand success.

1. Offer multichannel customer service

Multichannel customer service processes offer customers multiple options to communicate with your brand.

By putting these processes in place, you are more likely to provide customers with a seamless experience on account of their preferred channel of communication.

This, in turn, positively impacts customer satisfaction and improves customer retention rates.

2. Personalize with CRM

A modern CRM plays an integral role in optimizing customer experience. Since all customer information is stored in the CRM software, agents can have immediate access to customer information that will give them a keen understanding of the customer’s needs.

Ultimately, the goal of a good CRM software is to ensure that your business is always adopting a customer-centric approach to interacting with customers. This, of course, positively impacts customer satisfaction, which in turn inspires loyalty to your brand.

3. Provide self-service solutions

According to a report by The Real Self-Service Economy, 70% of customers believe that business websites should have a self-service option.

While there’s no separate study exclusive to call centers, common sense dictates that the same sentiments still apply.

What this tells you is that customers feel more comfortable when they do things on their own.

Another advantage you get by offering self-service options to customers is that it significantly streamlines call center processes and reduces cost (since self-service options mean fewer customer service professionals needed on the phone).

4. Collect feedback

It’s always good business practice to solicit feedback from your customers since it helps you come up with better ideas to meet their needs and expectations.

By gathering data and information on how your customers are responding to your personalized strategies, you can analyze the resultant data and be able to refine your processes accordingly.

5. Always add some personal touch

If you want to build a strong relationship with customers, every interaction should have some personal touch added to it. Why? Because customers want to feel that they are valued and respected, not merely as a means to add revenue to the company.

Using a customer’s name in conversation, for example, is one good way to establish a personal connection. That advice may sound too simple, but it makes a big difference.

Moreover, using positive scripting that is warm, pleasant, and empathetic can go a long way into instilling trust in your customers.


A comprehensive personalization campaign in your call center’s business processes can make a big difference in improving the quality of your customer service.

Personalization is not a mere trend; it’s a proven business strategy that pays big dividends in the long run. On top of the tips mentioned here, it will be in your best interests to come up with more ways to tailor your customer service processes towards personalization.

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