Research continually shows that the phone channel results in higher customer satisfaction—it’s not surprising, given the immediacy and personal touch of a call.
That said, if your primary goal is to improve call center customer service, it’s not enough for a company to just provide a phone number to call. You have to make sure to strategically design your call center operations in a way that minimizes the major sources of customer frustration.
Staff enough agents to field inbound calls
Customers hate waiting on the phone to talk to an agent. If customer satisfaction is your call center’s primary goal, then you need to ensure that you have enough staff members to meet your customers’ phone support demands. For those unpredictable spikes in call volume, limit call queues and provide customers the option to exit a long queue and leave a voicemail.
Empower agents to make outbound calls
If you know that you are more likely to achieve positive satisfaction with a phone call, encourage your agents to respond to frustrated customer emails with a phone call. Not only will your customers appreciate the proactive, personalized approach, your agents may find that it’s faster and easier than crafting a long email response, especially for complicated issues.
If your company wants to improve customer satisfaction is your main goal, make sure that it’s your primary key performance indicator. Your agents don’t have to challenge the Zappos eight hour phone support call record, but if you measure agent performance based on call length rather than customer satisfaction, it’ll be difficult for your team to fully resolve your customers’ issues. To solicit customer satisfaction using Zendesk Talk, send follow-up emails after each call. Not only will you be able to understand what’s working well when your agents help customers over the phone, but you’ll be able to compare CSAT scores across all your other channels.
Find more tips for delivering great phone support with our free Getting Started with Zendesk Talk eBook.