What do you do if customer satisfaction is dropping in your call center?

Lo primero es analizar los datos, detectar justo el momento en el que inicia la satisfacción. Cruza el datos con otras métricas claves de servicio. Si no consigues nada identifica si hubo cambios en los procesos, producto, o scripts. Revisa también como estaba tu parrilla de personal [nuevos agentes, vacaciones o reposo de supervisores]. Si no consigues nada, haz una auditoria de llamadas [escucha de llamadas] y finalmente puedes llamar directamente a unos clientes y validar lo que detectaste contra ?la voz del cliente! Seguro saldrás airoso y luego lo que debes hacer es implementar acciones para recuperar los puntos perdidos en satisfacción

Show me the data! Are you KPIs dropping too? Customer comment have a common theme? Recent changes to the product or SOP? Back order? Error? Glitch? Once you have the data. Listen to the voice of the customer, Live! Get input, offer solutions. With all the information gather your stakeholders and let’s work on the solution.

To address declining customer satisfaction in a call center, analyze key performance indicators like average handle time, first call resolution, and customer effort score to identify problem areas. Segment the data by call types, times, and agent performance, and review customer feedback to pinpoint specific issues. Identify recurring problems, compare performance against benchmarks, and implement corrective actions, such as enhanced agent training or process improvements. Continuously monitor the outcomes to ensure effectiveness and make adjustments as necessary.

Engage directly with dissatisfied customers to understand their concerns and demonstrate your commitment to resolution. Regularly monitor customer satisfaction through feedback and adjust your strategies as needed. Recognize and reward agents who show significant improvement or consistently high customer satisfaction scores to motivate your team. By following these steps, you can address the root causes of dissatisfaction, improve performance, and ultimately enhance customer satisfaction in your call center.

Sería crucial tomar medidas rápidas y efectivas para identificar la causa y mejorar la situación. Revisar Indicadores, Escuchar Grabaciones de Llamadas, Analizar Encuestas, Capacitar al personal, revisar los procedimientos y políticas principalmente afectados, Simplificar los procesos y empoderar a los agentes, permitiendo que estos puedan tomar decisiones rápidas. Monitorear y adaptar los procesos, informar a los clientes sobre los cambios realizados, disculpas y agradecimientos a estos. Por último, revisar los canales de comunicación y elevar en la medida de lo posible la personalización de la atención.

LAPACT - Listen, Acknowledge, Probe, Address, Confirm, Thank. Did I get it right? So definitely Listening is the most important part.

Listening to calls is the single most effective way to identify growth opportunities. It reveals the face that customers “see” and therefore provides a layer of critical analysis that data alone can’t provide. Leaders have to listen to calls. Agents have to hear themselves. It’s where the rubber hits the road.

Actively analyzing customer calls and collecting feedback from various channels is essential for deeply understanding customers' needs, frustrations, and expectations. This process allows the company to identify specific and recurring issues that customers face, providing a clear view of where the service may be falling short. Additionally, listening attentively with a focus on empathetic listening enables agents not only to respond more effectively but also to demonstrate genuine understanding and concern, which can significantly improve customer satisfaction. The information gathered through these practices is crucial for implementing targeted and effective changes that enhance the customer experience and strengthen brand loyalty.

Listening closely is the most important thing to do so that we can understand what the actual issue is. And basis that I can provide apt information and solutions.

Es esencial escuchar tanto a los clientes como a los empleados. Recopila feedback directamente de los clientes para entender sus preocupaciones y también escucha a los agentes del centro de llamadas, quienes están en la primera línea y pueden proporcionar información valiosa sobre los problemas que enfrentan.

Investing in comprehensive training that covers social skills, communication, empathy, and technical knowledge is essential for customer service teams. These competencies enable representatives to not only solve problems effectively but also connect emotionally with customers, which is crucial for ensuring a positive experience. A well-trained agent, who combines technical knowledge with interpersonal skills, can provide more complete and satisfying service, leading to higher customer satisfaction and stronger brand loyalty.

"We encountered low CSAT scores and discovered that inadequate training was a key factor. To get a clear picture of our scores, we identified and temporarily removed the underperforming agents from the analysis. We then provided focused training for the agents we believed had both the potential and commitment to succeed in their roles."

A refresher on product and communications skills training I would say would have an impact in the CSAT. Introduction of new technologies within the space can also be an asset in uplifting the stats.

Staff is like a vehicle where both need maintenance and checkup. If you succeed to keep your agents updated and trained to different situations; you won't fail in any manner.

Levantar as dúvidas dos atendentes e fazer a reciclagem de treinamentos. Valorizar a equipe e de fundamental importancia para uma melhora no atendimento.

Process must be revised and gets updated to fit with both customers and organization benefits. There should be a team who look only on the process gaps and enhancement using the mot senior call center agents to help in that.

I truly believe developing-up never ends. Do the current processes reflect the overall vision/mission? Are the TM's supported, challenged & allowed the opportunity to grow within themselves & their role? Is there a potential need to review the overall team dynamic, and current processes/expectations/standards? As a Contact Center leader in healthcare, it's a juggling act which changes daily. Metrics need to be met & are essential however, they don't always reflect the actual quality of the output. Nor do they measure the human connection. Which sadly can get lost along the way. As leaders it's our responsibility to spot those holes, create a POA, provide the support and hopefully prevent the domino effect.

Invest in the right VoC platform to help you capture what customers really think. Look for a platform that creates simple surveys that give customers the opportunity to leave verbatim feedback over a long list of 1-10 responses, it has to be easy fir a customer to say what they think rather than a constant scroll of scores. Using that verbatim feedback to capture sentiment and then being able to act on it immediately through a recovery programme will lead to an upturn in CSAT & NPS scores. Not only do customers want to be heard, they want to feel that their feedback acted on. Combining sentiment analysis captured in whichever channel customers use with data, gives you actionable insights on the gaps in your CX programme.

It can be as simple as just actively listening to your customers. What are thy saying? What are their needs? I was part of a call coach team that implemented call coaching to our call center members based on survey reviews, call listening.and reviewing the data. Within 6 months we changed it around by teaching how to genuinely connect with your customers, getting to understand and know your customer. I truly believe but getting back to basics you can achieve customer satisfaction.

I've always worked in customer service in some fashion, either in person or telephone for 30+yrs. I've found that clear speaking, offering extra informative advise and listening to a customer, making more personal and comfortable conversation yet being professional. If a customer has a concern, let them talk...sometimes that is enough. Other times, if you can make it right and have the authority at the time to do so, or bring it to the appropriate designate. Feedback to existing procedure are always good, sometimes change is necessary and sometimes new procedures might not be the best and change/tweeks are necessary also. Listen both to customer and employee for feedback is essential I think.