How to Improve Customer Satisfaction of Call Center

How to use call center to improve customer satisfaction?

Under the customer-oriented economic market system, the comprehensive competitiveness of enterprises has been divided into product quality, marketing and customer satisfaction, and the proportion of customer satisfaction is getting higher and higher. How to improve customer satisfaction is something that every enterprise must consider in this era. At present, the traditional hotline has been unable to adapt to the development and extension of service enterprises. In order to handle more inquiries and requests and provide a good experience environment for customers, AOFAX call center integrates cutting-edge technologies and provides telephone call center solutions to improve customer satisfaction.

According to CTI, IVR, CRM and other cutting-edge technologies, AOFAX summarizes some factors that affect the satisfaction of call centers.

1, call center image

The image of the call center is often reflected in voice navigation, voice outgoing, call waiting and popularity, and these operations and applications need stable and powerful system support. AOFAX call center system supports the functions of enterprise switchboard (a switchboard number is announced to the public), IVR multi-level voice navigation, automatic dialing module, seat calling function, ACD intelligent transfer system, on-hook SMS, website customer service and queue function, which improves the image and stability of call center system.

2. Perceived quality

It is mainly about the perception of call center seating ability, including the ability to accurately understand user demands, professional knowledge level, problem-solving ability, speed and effect. AOFAX has the function of knowledge base, which stores common problems separately. When customers have corresponding problems, they can quickly find solutions. In addition, it supports the problem flow, sales flow and scheduling flow, which makes the service more reasonable and faster, improves the efficiency of staff, and allows customers' problems to be handled and solved more and better, leaving a good impression on customers and naturally increasing satisfaction.

3. Perceived value

Perceived quality is an evaluation of the supportability of the call center, including whether users are full of confidence, whether agents complete service delivery within the promised time, and give customers a sense of security. In order to make customers have a good experience and service effect, the AOFAX call center has added the AOFAX telephone recording system. When the phone is connected, it will record the content of each call and inform the customer, so that the customer can feel valued and preferential treatment.

Telephone recording can save the enterprise call track, record every incoming call, and lay the foundation for future business. In case of business disputes, you can provide legal evidence, comprehensively inspect the working ability, business level and telephone etiquette norms of employees, and at the same time quickly find and put an end to behaviors that harm the interests of enterprises. REC provides basic functions such as recording, monitoring, query, playback and management.

4. Customer expectations

Customer's expectation of call center service includes the service attitude of the agent, the concentration and patience to the user's needs, and the initiative to solve problems. In order to mobilize the initiative and patience of the agents, AOFAX call center system is embedded with personnel management system and customer management system, and a reward and punishment system is implemented.

Among them, the personnel management system is to count the agent's customer satisfaction score, ergonomics statistics, attendance, business status, support ranking, data analysis and other functions, in order to reward and motivate agents to provide the best service to customers.

Customer management system is a collection of telephone calls and CRM analysis. AOFAX provides the call dialing function, which can keep the customer's consulting information and basic information. Through the traffic analysis of AOFAX, CRM allows customers to count customer types, some consumption habits, hobbies, etc., so that agents can better understand customer information, and customers can also get active service from agents to improve their satisfaction.

5. Complaint handling

Call centers can't be perfect. When unpleasant things happen, in order to retain customers, we must establish a customer complaint platform, including the timeliness, rationality and fairness of customer complaint handling. AOFAX has established a complaint work order system. When there is a customer complaint, the exclusive agent fills in the complaint work order of AOFAX to solve the complaint problem and handling method in one stop, so that the complaint work order can run automatically, handle the complaint problem in time and eliminate the customer's dissatisfaction as much as possible.