How to reduce the amount of complaints in your contact centre

customer complaintsThe ultimate goal of any customer service strategy is to minimise customer complaints and provide a satisfying customer experience.

Here are some tips to help you slash he number of complaints in your call centre.

Find out the source of the problem

Are customers consistently reporting the same problem with your product or service?  That is usually the case, even for big businesses.

A quick internet search should shine a spotlight on recurring complaints, or you could simply ask your agents which queries are the most common.  Once you know where the problem lies, take positive action to resolve that.

Build a relationship with your customer

Take the time to get to know your customers.  Segment your customers and create profiles to help you meet their needs – e.g. busy career professionals are unlikely to be able to call within normal office hours.

Understanding your customers, their needs and expectations can help prevent them from switching to your competitors.

Provide customers with information to help themselves

Overhauling your website could be the best thing you ever do for your customer service performance.

Providing information pages, troubleshooting guides and FAQs on your website can allow customers to quickly and easily fix simple problems on their own without having to go to the trouble of calling your agents, possibly waiting in a queue or navigating a convoluted automated system.

This has the knock-on benefit of reducing your call volume and freeing up your agents to deal with more difficult queries.  It also makes it less likely that your other customers will have to wait in a queue.

Be proactive

At times, you may be able to forecast problems before they affect customers.  Wherever possible, warn customers about troubleshooting common problems or faults with products or upcoming lapses in service.

Even when problems arise that you couldn’t have foreseen, keep customers informed as to what is happening.  If service has lapsed, when will it be resumed?  Will faulty products be recalled, replaced or refunded?  If so, when?

Try to see things from the customer’s point of view.  If they don’t know what’s happening, they’ll become frustrated and uneasy.  Customers will always appreciate being kept apprised of the situation.

Work on maintaining consistent performance

Research suggests that as much as 80% of all complaints arise when a customer’s query was not resolved on first contact.

Make sure all of your agents are aware of the importance of first contact resolution.

It’s also vital to provide your agents with as much information as possible to empower them to resolve queries without having to pass customers to various departments before finally speaking to someone who can help them.

Accept that some customers need more help than others

Although solving customer queries on first contact is obviously a priority, there will always be some customers with difficult or convoluted queries that require numerous calls and ongoing support.

Remember that the most important goal is that your customers are satisfied.  Don’t make the mistake of short-changing those customers whose queries take longer to address.

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