Boosting Conversion Rates with a Better Customer Experience

From the “easier said than done” department is the advice that works for just about every type of contact center – listen to your customers and respond to their needs. When contact centers develop this habit, customer conversion rates go up.

The way to get there is not through some sophisticated formula – it’s the basic business practices that we know we should be doing every day, but sometimes fall short amidst the day-to-day challenges that running a business entails. 

Here’s a refresher course on the some of the most prominent of these practices.

Accurate Forecasts

Part of responding to customer needs is answering calls quickly – 30 seconds or less is a reasonable goal. Accurate forecasting and scheduling through a workforce management solution that predicts call volume is the key to developing consistency in this critical skill.

Recurrent Training

After initial agent training is complete, the process of learning and improving really begins. Reviews of recorded calls, positive reinforcement and coaching, and the flexibility to go off-script are just some of the ways that you can help agents sharpen their skills and instincts.

Adding Additional Channels

We’ve covered this before – webchat, email and mobile apps offer customers other options for placing orders or having questions answered.

Use Analytics Wisely

Data generated by workforce management and quality monitoring can point managers toward efficiency goals – but people are always more important than numbers, and agents should feel confident in the freedom to take some extra time with a difficult customer to bring about a successful result.

Never Stop Listening

You can’t turn full control over to your customers, but the more you listen to their preferences, the better you’ll be able to meet them. Don’t be afraid to test new procedures and experiment with script changes or other variables that might improve the customer experience. Not every test will be successful, but you’ll never know which ones will make your business better until you try them.

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