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  • 22 May 2014 15:48

Good customer experience produces satisfied customers

Did you know that 86 percent of your customers could stop doing business with you because of a single bad customer service experience? Or that 60 percent of customers would be happy to pay your more if you gave them a better customer experience?

Those were just two of a whole range of interesting statistics culled from numerous studies for a customer service blog post.

First call resolution rates and on-hold wait times are the two most important aspects of call centre performance to focus on when you want to improve the customer experience. Last week we gave you some tips on how to improve those metrics, but they are only the basics. Here’s a few other things you can do towards creating an overall optimal customer experience.

First up, as we said recently: if you want to improve something, first you need to measure it. Post call surveys are the gold standard in measuring customer satisfaction and net promoter score - a widely used metric to guage the loyalty that exists between a provider and a consumer.

Also, use call monitoring – recording, live monitoring and agent scorecards – to listen to calls and to coach agents. Reward agents for good calls and use those agents to coach others on how best to help your customers, and empower those agents to deliver a great customer service experience that delights your customers. Make sure they have all the tools needed to do their job well, and that your contact centre’s goals reflect a focus on quality and not just a by-the-numbers approach.

The customer experience is what the customer “experiences” in each interaction with your company. The ultimate goal is customer satisfaction, which is a function of multiple good experiences over time. Not only are satisfied customers likely to stay customers, they become valuable brand advocates and refer new customers. But customer satisfaction is hard to achieve. In a recent survey of 160 organisations, undertaken by Aberdeen Group, less than 40 percent of companies surveyed said they had been able to increase customer satisfaction levels from the prior year.

So here are three useful tips to build customer satisfaction:

  • Improve your service and support offering. Simply updating your support processes can lead to quick wins by ensuring more consistent and rapid support to your customers.
  • Establish a goal or KPI to improve customer satisfaction over the next 12 months, and incorporate the goal into your staff KPIs.
  • Reallocate some of your marketing budget to invest in customer satisfaction. Only eight percent of respondents in the Aberdeen survey were planning to do this. So here’s your chance to beat the other 92 percent.

At Premier Technologies we’ve implemented solutions to these and other common contact centre challenges to ensure that you can achieve contact centre best practice, improve customer experience and build customer satisfaction. Call us to find out more.

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Premier Technologies
Premier Contact Point provides a hosted contact solution that meets the needs of the modern contact centre. This cost effective solution provides a means of directing calls to the agent who is best suited to meet the needs of the customer, without having to be transferred multiple times. Businesses choose this hosted contact solution because there is no need to purchase and maintain costly hardware like there is with traditional PBX systems. This means the need for capital expenditure is minimal, all a contact centre agent needs is a phone, PC and an Internet connection.

To learn more about Premier Technologies Premier Contact Point, visit :

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