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What is the most popular channel for customer service?
According to Zendesk, over 50% of customers across all age groups typically use the phone as their primary means. This highlights the continued importance of voice communication, which shouldn’t be overlooked if you manage a Customer Service team.
Despite the rise of the digital era, customers still prefer calling to online chat, as agents can better understand and address problems during real-time exchanges. However, there are often obstacles to reaching the right human agent, which can leave a negative impression on customers.
How to achieve high customer satisfaction(CSAT) in an inbound call service? Let’s identify the key priority that contributes to CSAT first.
Inbound Call Service Process Overview
Key Priorities of CSAT in Inbound Call Service
Short Waiting Time, Right Problem-solver
Imagine a scenario where a customer urgently dials the service number, seeking a solution to a complex issue. However, the only sound can be heard is the repetitive message of “please wait, you will be connected soon”. This definitely becomes a source of frustration when five minutes turn into another five minutes. In a service case, even little inconvenience can quickly result in angry mood.
After enduring a considerable wait, customers naturally expect to connect with an expert who can assist them effectively. The disappointment is palpable when a customer is greeted by an agent who lacks the necessary knowledge, resulting in vague and uncertain responses. In such cases, having to transfer the call to another team only adds to the customer’s impatience.
Perfect Solution or Useful Instructions
Customers value instant answers, but accuracy is even more important. Being able to address the customer’s problem comprehensively and accurately not only resolves their issue but also instills confidence and trust in the service provided.
Furthermore, there are concrete data that support those points. According to Zendesk, almost 70% of customers become frustrated when their call is transferred between different departments. Additionally, HubSpot reveals that 33% of customers find waiting on hold to be their biggest frustration, while another 33% are most irritated by having to repeat themselves to multiple support representatives.
To ensure high-score CSAT, businesses must recognize these key priorities in inbound service and implement the right strategy. Now let me introduce Sobot Call Center, a solution designed specifically for inbound call service, which focus tightly on improving CSAT overall.
3 Approaches to Improve CSAT in Inbound Call Service
Smart Routing + IVR = Quick Access & Right Handler
Intelligent IVR, guide you to the right handler
Smart routing is a dynamic system, which can intelligently directs incoming calls to the most appropriate agent based on predefined criteria. This eliminates the frustration of customers being transferred between different departments, as mentioned earlier.
In Sobot Call Center, calls can be routed based on agent, skill group, time zone, relay number, IVR flow, etc. With smart routing, calls are automatically routed to the agent with the relevant expertise and knowledge to handle the specific issue at hand. This not only saves valuable time, but also ensures that customers are connected with the right problem-solver from the start.
Among those criteria, IVR flow deserves special attention for its unique characteristics within voice channel. It uses pre-recorded voice prompts and menu options to guide customers through a series of choices, allowing them select and reach the appropriate option that aligns with their specific needs. This reduces chances of misdirected calls and improves overall call resolution rates.
Crafted Work Desk + Feedback System = 360 CSAT Enhancement
Tailored work desk for call agent
Sobot offers a specialized work desk, including powerful features to ensure the efficiency and personalization of problem-solving.
When a call comes in, there will be a pop-up in the center, displaying all the necessary information about this in-call: who is calling? which channel does this person come from? Are there any historical interactions? All of these can automatically appear on the agent’s screen. This allows the agent to have a complete understanding of the customer, providing personalized and targeted assistance.
Call bar on the upper right plays a vital role in facilitating efficient problem-solving. It offers features such as “hold” “transfer” “inquiry” capabilities, allowing agents to find immediate assistance when needed.
If there is a queue of calls, reminders will jump out on the top of desk, so that agents will manage their time allocation on the current call, and prioritize their tasks accordingly. If there are too many calls await, supervisors can manually change routing rule and transfer to another skill group.
When a call finished, an automatic review invitation will appear on customer-end, prompting customers to provide feedback on their experience. This proactive feedback procedure allows businesses to gain first-hand thoughts and comments from customers, understanding customer satisfaction levels and make necessary adjustments to enhance service quality.
Real-time Monitor + Post-call Analytics = Powerful Helper for Supervisor
Real-time monitor and post-call analytics
Supervisors play a crucial role in managing and optimizing the performance of a customer service team. And with no doubt that Sobot Call Center gives supervisors a powerful toolset to manage and optimize their team, ensuring the delivery of exceptional customer support.
Supervisors can access Sobot’s real-time monitoring capability, having an overview of ongoing calls. They can see which agents are currently handling calls, how long each call has been ongoing, and even listen in or join the call if necessary. By being able to monitor calls in real-time, supervisors can ensure that customers receive the best possible service, and that any issues or concerns are addressed promptly.
But it doesn’t stop there. Post-call analytics provide supervisors with valuable insights into the performance of their team. By analyzing call data, supervisors can identify trends, patterns, and areas for improvement. They can see which agents are consistently delivering high-quality service and which ones may need additional training or support.
Take a Spin on Sobot Call Center
Sobot Call Center console (sample)
If you haven’t built your own team and now you’re ready to initiate, or you have already had your team but want to improve your inbound call service to the next level —— it’s time to take a spin on Sobot Call Center!
Sobot offers a seamless and efficient smart routing system that ensures quick access to the right handler, shortening waiting time and decreasing the possibility of frustrating customers. With a tailored work desk, agents have all the necessary information at their fingertips, facilitating efficient and personalized problem-solving. Plus, real-time monitoring and post-call analytics empower supervisors to have full visibility and control over team’s performance, which leads their team to a bigger success.
All of these contribute to a CSAT enhancement definitely. With comprehensive features and powerful capabilities, Sobot Call Center is the ultimate solution for businesses looking to enhance their inbound call service.
