Some companies will go out of business leaving their customers looking for other sources. Surviving companies will be faced with tougher competition that may exacerbate the steps needed to maintain their business such as lowering prices or offering additional value at no added price.
These surviving companies will have to differentiate themselves from their competitors. One way to do this – stellar customer service. You can also know more about call center quality assurance by visiting callcriteria.com/6-roles-of-quality-analysts-for-call-centers-explained/.
So, the question of the day. How do I continue to provide my targeted customer experience in this economic environment? To maintain, or improve, the level of service that your business has provided, you might consider the following key strategies:
1. Raise executive team awareness on the value of providing exceptional service.
Did you know that a 1% increase in customer satisfaction for a typical company could mean as much as a $1,000,000 increase in revenue? What happens when that customer satisfaction number goes down? That's right. Your company will start losing revenue.
2. Provide regular feedback to your agents.
Invest in a good quality monitoring program. Providing regular improvement feedback to your agents leads to a better experience for your customers.
The feedback you provide your agents can also result in incremental cost savings and increased revenue. For example, your quality evaluation program can uncover ways to reduce average handle time and first call resolution, improve selling skills and reduce the time it takes to train agents.