How to identify the top customer service issues in your call center

To deliver great customer service, you must know your customers well enough that you can anticipate their needs. You have to be present at the right moments so that you can walk customers through their most pressing concerns. Being attentive to their complaints is the first step you need to take to exceed their expectations.

Identifying the top reasons why customers get in touch with your contact center, however, is no easy feat. Customer service managers need to keep tabs of multiple touchpoints to gain a full view of the customer. This entails gathering customer feedback, analyzing data, and business planning. Here are tips to help you out in this process.


1.     Gain insights from frontline employees.


As the representatives who directly talk to your customers, your call center agents can share a lot of insights with you. Because they’re highly involved in solving customer issues, they may be able to give you a fresh perspective on problems that you’ve long been trying to solve. Actively seek their suggestions and listen to their experiences as agents so that you can design more effective solutions.


2.     Listen to customer calls.


You may think that you already have a data and speech analytics tool for this, but the really hands-on managers make listening to customer interactions a habit. You don’t have to comb through every customer service transaction, especially if you handle thousands of calls every day. Instead, you may randomly select calls to listen to or carefully select the ones that must be reviewed. By doing so, you’ll be able to put yourself in the customer’s shoes and make customer-centric decisions.


3.     Collect data using your CRM tool.


To integrate your customer support platforms and achieve a unified view of the customer , you must have an efficient customer relationship management software in place. It will allow you to access customers’ transactions regardless of the channel they took place in. Information about their accounts, purchase history, and other services acquired will also be visible in the customer database built by the software. Pooling these data together, you can detect trends in customer feedback, issues, and requests.


4.     Refer to customer surveys.


Conducting a customer satisfaction survey is an effective way to gauge how people feel about your brand. The results, when properly evaluated, may point you to customer service problems you don’t even know you have. You will also be able to identify product issues and ineffective marketing strategies, and this will help you make the necessary improvements.


5.     Pay attention to repeat callers.


When the same customers keep contacting your call center repeatedly because of the same issue, that’s a sign that your agents are failing to target the root cause of their problems. It may also be that other departments in your company are repeatedly making the same mistakes. By investigating multiple transactions from the same customer, you’ll be able to get to the core of the problem and come up with ways to address it. You’ll then be able to uplift the customer experience and reduce the number of calls your contact center handles.

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