Nowadays, nothing is more annoying for business owners than losing loyal customers to competitors. This is so because customers are the factor that provides stability to the business. Continuously losing customers simply means moving towards the end of the road.
To keep the business growth safe, it is paramount to retain maximum customers. For the same reason, organisations make contact with call center business outsourcing companies.
BPO firms always try hard so that they can live up to clients’ expectations. But to prevent the hassle of high customer attrition rate, it is vital to be on top of your game.
Have a look at the following 4 ways that will explain how call centres can retain maximum customers so as to keep the success ball rolling:
1. Do work on improving response time
Both response time and customer retention go hand in hand. This is so because whenever customers make a contact with a company regarding product or service related issues, they expect a prompt response from the other end.
However, when patrons don’t get a swift response, they get irked, which, in turn, leads to high customer attrition rate. Therefore, it is vital for call center business outsourcing companies to reduce the response time as low as possible.
Apart from that, reducing the response time will not only ensure better customer retention but also strengthen the business’s reputation.
2. Try hard to keep the CSAT score high
There are many renowned BPO firms in the UK that deem CSAT score as a tool that can show a clearer picture of where the business is heading. This means if the CSAT score is 7 on a scale of 10, you can expect a long-term relationship with customers.
In addition, if the CSAT score is 9, customers can be considered as brand advocates whereas if the score drops to 5 or 6, it means you are about to lose your loyal patrons. After knowing this, it is crystal-clear why it is paramount to keep the CSAT score high.
Here are a few suggestions that will help to lift the customer satisfaction score:
- Always ensure that customers don’t make a contact again regarding the same problem.
- Make sure that support agents assist customers in the best possible manner during the interaction.
- Integrate the CRM system with all the support channels so that agents can render more than expected.
3. Study complaints thoroughly
‘’Your most unhappy customers are your greatest source of learning.’’
– Bill Gates
As a BPO firm owner, have you ever wondered “Why the hassle of high customer attrition rate keeps arising after trying so hard?” The interesting fact is that BPO firms often have the answer at right in front of them but still they fail to notice. Before you get confused, we would like to tell you that we are talking about the ‘Survey results.’
Generally, call center business outsourcing companies put their full focus on studying the positive feedback in order to reinforce all the factors that drew the attention of customers during the interaction. It seems good practice.
For retaining maximum customers, it is significant to find the reason behind why the customers gave the negative feedback in the surveys. This factor is crucial because negative reviews often shed the light on those loopholes that BPO firms have missed to rectify.
In a nutshell, BPO firms should put more attention on complaints rather than compliments.
4. Offer personalised customer service
In order to keep the problem of high customer attrition rate at bay, it is paramount to offer personalised support service. Whenever a company offers support service in a personalised manner, customers are more likely to continue the association for a long period of time.
Offering personalised support service isn’t an arduous task as all you need to do is tell agents to use the CRM system during the customer interaction.
Besides, it would be cherry on the cake if the same level of customer service gets provided across all the support channels. This will help buttress the brand image, which as a result, leads to better customer retention.