The Customers are the life and blood of a company in any business. There is always a customer regardless of the type of business, and it can be considered as the person, company or government that receives our products or services.
Understanding the Customers’ behavior on purchase interactions becomes vital for Business Developers, Marketeers and Management. The customers’ demands define the projects and investments for the companies; it also defines the product design and how the services are delivered.
To improve our business, it becomes crucial to understand the quality metrics that surround our core activities. For any business, some universal metrics provide a guideline; Customer Satisfaction is one of those metrics.
The customer satisfaction score or CSAT is a metric that measures different aspects of the customer experience; this experience can be the product or service and the level of satisfaction in each one.
The usual way that this metric is gathered is by using surveys to customers and, sometimes, offering rewards to fill the survey as discounts or special promotions, which also increases the revenue.
The customer experience or CX is all the behaviors and impact that the customer has during any interaction with our company, which could be with another human or automated service, during the transactional nature of a business.
The client could easily express this interaction and experience; sometimes, it is referred to as “good” or “bad.” This type of response is obtained from a client about the services provided, marketing experience, the accessibility of the product or service, the ease of use, the price paid, or, most importantly, the personal experience with our company.
Every interaction of the client with the company can be measured using CSAT. We can understand what part of the process is ruining the experience for the client and make improvements accordingly. Using a survey, we can define every aspect of the operation, from marketing, services, products, support calls and customer service.
Creating an effective separation of each part of the experience can generate a whole picture for management to improve the product or services provided to the client.
In Call Centers, there are a lot of metrics related to calls, average handling time (call duration), first call resolution (how many times the client called to get the problem fixed), average waiting queue (How long the customer waited to get an agent on the line), etc. All metrics are essential, but the one that triumphs is Customer Satisfaction or CSAT. This metric is often overlooked and forgotten.
If the Call Center ignores Customer Satisfaction, soon all the clients will stop calling, and the business will end.
The best approach for happy customers is to focus on the customer experience, measuring, adjusting and providing a customer’s long-awaited “Awesome Experience” response. Each interaction with the company matters. If the customer calls, the agent’s attitude, the will to help, and going the extra mile, will elevate the experience to a higher level.
Getting clients is hard, and losing a client because of a bad call happens in a heartbeat; the customer experience matters, and customer satisfaction is the king of all metrics after all.
If you are looking for a Customer-Centric Call Center that places the Customer Experience on top of every decision and business activity: Callsite Solutions is the right fit for your company! Contact Us Now.