How Your Call Center Can Turn Customer Complaints into Positive Experiences

Customer Satisfaction, which measures overall customer experience, loyalty and retention, is a good indicator of a company’s potential growth. Higher customer satisfaction means happy customers which results in more referrals, better ratings and a positive image, all harbingers of better sales and increased profit.

But managing customer satisfaction has always been a huge challenge, made even more difficult in the digital age, where brand loyalty is hard to win and harder to keep.  It’s now easier than ever for customers to switch brands.  According to Customer Support Statistics, as much as 82% of customer churn can be attributed to a single bad customer experience.

For companies that manage customer hotlines, each phone call is a moment of truth that could turn a customer into an advocate or result in a rant magnified several times on social media. But one thing we should realize is the fact that when customers complain, they are not just sharing their pain points but giving you a chance to make it right and teaching you how to improve your products or services.

Businesses need to get hold of customer feedback and other insights that can:

• Provide front liners such as call center agents with solutions and proper responses to issues, as soon as possible after these issues are identified
• Provide product designers or engineers with ideas on how to improve products or services based on what customers demand
• Help customer service or marketing departments communicate solutions to frequently asked questions

Traditionally, companies use methods such as surveys or other forms of market research in order to surface these insights.  However, constantly surveying customers isn’t very practical.  Companies now look at alternative ways of gathering feedback, such as online reviews or social listening.

One largely untapped source of customer insight is the call center itself, and all the calls that you receive via your hotline every day. But how do you “extract” relevant information from these call conversations? 

Imagine if you could listen in on every single call, learn what people talk about and the issues they bring up. You get to find out whether the agent’s response resulted in a good or bad outcome and be able to determine how things get resolved.  What if you could even discern sentiments and emotions so you know whether the conversation ended on a happy note?

Voice analytics can make all that possible. Want to see how it works? Here's a free trial link.

The ability to consolidate insights across all your callers and agents can open up several opportunities for improving customer satisfaction, including:

• Coaching an agent to improve his or her performance and customer handling skills based on an analysis of all calls handled by the agent over a certain period;
• Assessing whether current call scripts work or not, and if agents are complying with these scripts;
• Process workflow improvements;
• Helping the business forecast strategies in product, pricing and people; and
• Identifying challenging interactions which can be anticipated in future calls leading to a more seamless customer experience.

Apart from having always-on monitoring, voice analytics can be extended to support data-driven cross-selling and upselling. So not only can it impact customer satisfaction, it can also drive increased revenues through the same call center.

Just Listen is a voice analytics solution by Just Analytics. Get a free trial here or contact Just Analytics for more information.