In this 21st century, modern channels such as live chat, social media, etc. are getting more popular with every passing day. But the traditional voice channel still has the upper hand. Customers of all ages prefer to make a call whenever they are in need of support service.
From the business’s perspective, a voice channel is a medium that can really help to win customer’s hearts. Therefore, it is significant to ensure that customers always get the desired services whenever they make a call. That’s why most of the business owners make contact with a reputed BPO company Australia.
Take a gander at the top 5 efficacious ways that will show how to build customer rapport on the voice channel:
Greet customers in a personal manner
In the business world, it is believed that every conversation should start with a natural greeting because that’s how you can put the customers at ease. Well, natural greeting simply means agents should give a small introduction about themselves at the start of the conversation.
After introducing themselves, agents should put the focus on listening to customer’s queries. This will not only increase the CX level but also build the brand image.
IVR menu should be optimised
An optimised IVR system is the factor that could help in ensuring a long-term relationship with customers. With the help of the IVR menu, customers can easily get the desired resolutions without making a contact with agents. Consequently, this reduces the average number of customer service requests.
Apart from that, the CSAT score also gets increased, which, in turn, leads to a strengthened business reputation. Therefore, it is imperative for every BPO company Australia to make the IVR menu reliable.
Here are the two most effective tips that will help to add reliable IVR menu options:
- Always check the results of the surveys on the regular or weekly basis.
- Ask agents about the common issues that they come to know during the customer interaction.
It would be very beneficial if the IVR menu has the option that redirects customers to the agents. This is so because there is a high possibility that customers may not find the desired option in the IVR menu.
Agents should share contact information
Well, BPO firms always try hard when it comes to living up to customer expectations. However, CX levels always get reduced when agents disconnect the customer call owing to a background noise, bad connection, etc. This also makes a dent in the business’s reputation.
Therefore, it is imperative for every reputed BPO company to allow the agents to share information such as name, extension number, etc. at the start of the conversation.
This will help the customers in making contact with the same agent regarding the incomplete conversation. In addition to this, customers don’t have to repeat any information, which, in turn, may lead to a high CSAT score.
Try to decrease the hold time
A prompt response is important from the perspective of both customers and business. This is so because customer attrition rate and average hold time go hand in hand. That’s why it is vital to make sure that agents don’t put the customer call on hold for a long period of time.
Of course, there is a high possibility that agents may require more time to solve complicated issues. Here is only one thing that agents can do is keep informing customers about the progress. This factor shouldn’t be taken for granted because customers mostly disconnect the call when they get frustrated. Consequently, this can affect the business’s reputation.
Apart from that, the call-back facility should also be offered in order to maintain the CSAT score.
End the conversation on a positive note
The conclusion is equally important as the beginning of the call. This is so because customers mainly remember the final words of the agents. After solving all queries, it is prominent for the agents to end the conversation on a positive note.
For the same reason, agents can use phrases like ‘We hope that you’re satisfied with the provided solutions,’ ‘Do you want any other product or service related information,’ ‘Thank you for contacting us,’ etc.