10 Easy Ways to Improve Call Center Efficiency

Dec 03, 2018

Most people have at least one call center horror story that they share every time the topic comes up. As a business owner, your goal should be to not become the company that they talk about.

It’s easy to say you want to improve your call center efficiency, but a lot harder to achieve it. This is because customer demands have increased exponentially with the onset of the digital age. Challenges related to processes, communication, teamwork, knowledge, performance or motivation need to be solved quickly or you risk losing your brand loyal customers. It is fair to say, customer service management tools are a necessity, rather than a luxury today to keep up with ever-increasing customer demands.

Here are 10 tips on how to improve your call center efficiency.

1) Measure And Track Your Operations

Key Performance Indicators (KPIs) are the lifeblood of any business. Can you keep track of every support service you provide such as: the duration of a call, how many times it was transferred, what type of call it was or how long it took for the problem to be fixed? If not, you might be heading for disaster. You need customer service analytics to help you navigate through the support maze, and keep up with customer demands.

2) Use OmniChannel Systems

Too often call centers focus their entire customer relationship management strategy around voice calls. That simply doesn’t cut it anymore today. If your customers want you to reach them with email, live chat, SMS, or via apps, you need to be able to meet them there.

3) Make Room For Feedback

 As difficult as listening to criticism may be, things don’t always go according to plan. If a service call goes astray, find a way to get feedback on what went wrong and fix it.

4) Provide Self-Service Options

 In a survey by CRM Magazine, 45% of organizations offering self-service options for support either via web or mobile saw an increase in their website traffic and decreased call inquiries. Self-service helps your customers get their queries solved faster. It also relieves your customer agent base so that they can focus better on urgent requests.

5) Target Your Customers

 Do you know what your primary and secondary customer bases are? What are the customer service trends? What consumers currently like, what they don’t, how they operate? The more information you can gather on your potential customer base, the better your chances of hitting the mark.

6) Empower Agents

 Do your front-line employees have all the necessary information to solve a query in one go? Customer service automation and customer experience measurement tools help provide your front-line employees with all the necessary information that they might need on the customer and your business' service.

7) Automated Routing

 When a service call arrives, how long does it take to route it to the service engineer to solve the issue? Even mere seconds of delay can result in a negative experience for the customer. Customer service automation solutions with intelligent routing use Artificial Intelligence (AI) to lead a customer straight to the problem solver resulting in positive customer experiences.

8) Be User-friendly

How user-friendly are your apps or support services? Your customer relationship management strategy will fail if the technology you deploy is not easy-to-use for the end-user.

9) Set Best Practice Standards

Having a set of best practice standards for operations helps you better track the performance of your employees. It also provides your customers with a consistent experience on all accounts.

10) Provide Necessary Training

Change management is an important part of any digital transformation in an organization. It means changing the way day-to-day operations take place for employees. It also means changing the way customers experience service. Getting people to embrace a new way of operations can be challenging, and requires extensive knowledge, training and expertise.

This is one of the major reasons why businesses opt to partner with an Outsourced Managed Service provider (MSP) to ensure a smooth technology roll-out. With an MSP, you negate the need to incur the additional costs necessary to hire and train new IT staff, as well as obtain expensive new infrastructure, in favor of flexible monthly payments.

At ProV, a premier global MSP, we offer dedicated services for Customer Relationship Management, Customer Service Management, and much more to ensure your call center keeps running at optimum efficiency all the time. Want to learn more? Reach us at ProV for a FREE Consultation today.

 

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