“A satisfied customer is the best business strategy of all.”
This quote by Michael LeBoeuf, celebrated American business author and former management professor at the University of New Orleans, pretty much sums up why BPOs and contact centers are focusing on customer satisfaction (CSAT) scores more than ever before.
Now, that takes us to the question, “What is the CSAT score? And how do businesses measure it?”
Don’t worry. This blog post has got you covered. In this blog post, we will discuss everything you need to know about CSAT scores, what is a good benchmark for CSAT scores, and strategies to enhance CSAT scores.
So, without further ado let’s dive right into the blog. Read on and thank us later!
What Is CSAT Score?
As the name itself suggests, the CSAT score is a metric that shows how satisfied a customer is with a company’s products or services.
To explain it in simple language, think of the CSAT score as a subject that carries a top score of 100. The more customers a company manages to satisfy, the higher would be its score. The less number of customers it satisfies, the lower would be its score.
For instance, if an organization scores above 90 percent, then it’s a brilliant performer. It’s one of the best players in its industry.
If an organization scores below 40 percent in its CSAT score, then it has failed to provide its customers with what they want and ensure their satisfaction.
What is a Good Benchmark for a CSAT Score?
A study by SQM found that the BPO industry’s average CSAT benchmark score is 78 percent (top box response).
In simple words, 78 percent of customers are very satisfied with the call center’s customer service.
If we speak about a good CSAT score for the BPO industry, it is in the range of 75 percent to 84 percent.
The world-class CSAT score is 85 percent or higher. Just five percent of call centers can achieve that.
Strategies to Enhance CSAT in BPO Contact Centers
Enhancing CSAT scores is not rocket science. BPO contact centers can easily enhance their CSAT score by implementing some tried-and-tested strategies. Here are some of them:
1. Training Employees
The easiest and the simplest way to enhance CSAT is to train employees, particularly customer service representatives, well. BPO call centers must always remember the quote by bestselling author Roy H Williams, “Training is not an expense but an investment in human capital.”
When agents get all the necessary training, they are well-equipped to handle all customer queries. While providing training, the management team of BPO contact centers must make sure that the agents understand the art of engaging with customers and leaving them with a smile before concluding the call.
2. Ensuring First Call Resolution
Picture this; two customers calling a BPO call center. One’s issues and queries are resolved on the very first instance. However, it took two or more calls for the other customer to get their issues and queries resolved. Who is more likely to be satisfied? The former, of course!
When BPOs resolve customers’ calls on the very first instance, they can be assured of an increased CSAT score. As per a study by SQM Group, for every one percent improvement in FCR, the customer satisfaction rate improves by one percent.
3. Lowering Call Waiting Time
Did you know that for every minute a customer waits, the satisfaction rate reduces by 15 percent? That’s not all. As per a recent study, one in every three respondents said that they would abandon calls if they were made to wait for more than two minutes.
The same study found that nine out of every ten people will hang up if they are made to wait for five minutes. BPOs with an average waiting time of more than two minutes must do whatever it takes to reduce their call waiting time.
4. Handling Calls Efficiently
When call center agents handle all incoming calls efficiently and professionally, customers are delighted. Efficient handling of calls involves answering calls promptly, listening to the caller in an active and empathetic manner, and speaking clearly and positively.
To paraphrase a popular saying, handling the call of one customer well can be more valuable than advertising worth ten thousand dollars. The best thing about efficiently handling calls is that it is achievable by all. With the right attitude and headspace, all agents can efficiently handle calls.
5. Leveraging Advanced Technology
“Technology is best when it brings people together.” This quote by WordPress developer Matthew Charles Mullenweg beautifully sums up the power of technology when it’s leveraged to provide customer service.
When BPOs leverage the right technology and tools, they not only can automate repetitive and manual processes but also streamline their operations. BPOs need to keep themselves abreast with the latest tech innovations in the call and contact center space.
6. Taking Regular Feedback
As Ken Blanchard, the author of the bestselling business book ‘The One Minute Manager’ rightly said, “Feedback is the breakfast of champions.” BPOs that ask for customer feedback regularly
Call center agents must take regular feedback from customers and they must tailor their service as per the feedback.
7. Setting Realistic Goals
What does it convey when one of the best tennis champions the world has ever produced speaks about the importance of setting realistic goals? Yes, the personality we are speaking about is seven-time Grand Slam winner Venus Williams, who said, “Set realistic goals, keep re-evaluating, and be consistent.”
When it comes to aiming for a customer satisfaction score, it could be tempting for BPOs to set an unreasonable and unrealistic goal. But it would behoove them to be realistic and set achievable goals.
8. Creating a Customer-Centric Culture
As acclaimed author Brian Solis rightly said, “Customer centricity is a culture of putting the customer at the center of everything you do.” Customer centricity also means putting the customer first. As the popular saying goes, “When the customer comes first, the customer will last.”
When BPOs and call centers have that mindset, the mindset of putting customers first, then customer satisfaction comes as a byproduct. That’s why the management must make sure that BPOs have a customer-centric culture.
Finally, It May Be Concluded
CSAT score is extremely important for BPO contact centers. It can mean the difference between success and failure.
That’s why call center representatives must espouse professionalism and walk the extra mile to ensure customer satisfaction.
Also Read: https://usamagazineworld.com/
