Customer retention is important to assure a steady income flow from existing customers. This is the reason, companies invest in setting up a call center department to take care of customer support or outsource customer care operations to call centers. The fundamental goal of any call center or customer support department would be delighting customers to increase customer satisfaction.
Call centers, generally, use call center software to take care of customer support operations. Intelligent call center software is one of the best call center solutions, which provides the best features to increase customer retention. Learn about the top 4 tips of using intelligent call center software to increase customer retention.
1. Introduce self serving options
One of the major things that irritate customers the most is the long call hold time. Customers get frustrated by listening to the same pre-recorded message of “staying on the line”. The better option would give them self serving options. For example, the intelligent call center solution offers a nested interactive voice response system. The interactive voice response system (IVRS) can be used to let customers get answers to their common queries on their own.
2. Delight customers by reducing their wait time
It is necessary for call centers to reduce the wait time of the customers to increase retention ratio. Intelligent call center software offers some amazing features to achieve this. One can use an automated callback feature to achieve this. The customer can call on a given number and if there is a call queue, he or she can choose to request a callback. The system will call back the customer once the agent is available to take the call. There is one more never seen before feature introduced by intelligent call center software is a voicemail feature for agents. The customers can leave a voicemail instead of staying in the call queue. The agent can hear the voicemail message and can take necessary actions.
3. Engage the customer in the call professionally
Each customer appreciates professionalism. Especially, in the customer support center, it becomes vital for all agents to be professional and keep patience all the time. Customers might be frustrated and speak roughly. However, agents need to keep calm. This is possible only with experience and proper training. Use the call script feature available in intelligent call center software to provide a good script to agents so they start and lead the conversation in the right direction. Agents can also use Soundboard Avatars to engage customers initially in the conversation.
4. Derive tailored training programs
All agents may not have all the skills. Thus, it is necessary to identify why agents are not able to deliver the required customer satisfaction to increase customer retention ratio. The reports available in the intelligent call center solution can be used to identify these areas so tailored training programs can be planned and executed.
Intelligent call center software is one of the best call center solutions. It provides amazing features that can be used to boost customer satisfaction. The delighted customers are more likely to stay. This will increase customer retention. Increase customer retention and gain many more benefits with these tips.