What factors affect the customer's satisfaction of the Call Center?
The primary factor of customer satisfaction in the call center is the first call solution to see if the customer will achieve a satisfactory solution to the problem with the first call. Other problems that appear to play a role are the control of conflict management and communication styles of Call Center employees as well as offshoring. Companies can decide to focus their efforts to solve the first call to satisfy the largest number of customers. Marketing surveys and other methods are available to help companies to determine whether their efforts work.
When a customer contacts a call center for assistance and gets a quick and appropriate answer, it tends to increase the level of satisfaction. The customer may need a simple installation of a service, a refund, a new part or another service. Achieving a quick solution can help the company maintain the customer's loyalty. If necessary, this may include allowing call center employees more autonomy in deciding to satisfy customers and ensure that SupperviSORS are available for immediate escalation of calls in more complicated situations. Customers who spend a longer time can be frustrated. Some companies try to solve this problem by moving more services on their website. For example, a telephone company could have an online adjustment program for a new basic service to reduce the number of people requiring a service that could be successfully automated without having to talk to the representative.
The way the Call Center employees communicate can also be a problem. Customer satisfaction of the call center can drop if customers do not feel that communication style representative corresponds to its own. Conflict resolution skills are important to representatives, as well as the ability to assess each call individually to decide the best way to set the customer. Tools can be provided during arynku to increase chances of success.
Offshoring can also play a role in customer satisfaction in the call center. Many companies may decide to use outsourcing of business processes to meet the needs of the call center and rely on centralized service in another country. Sometimes language barriers can be a problem, as in some regions, resistance about offshoots and loss of work. In countries dominated by the media and many citizens are dominated by robust offshoring debates, and many citizens have firm views on this topic, domestic society can be called, and hearing of a foreign accent may be appalling and may result in a decrease in customers' customers in the call center.