4 aspects call centers must track for optimum customer satisfaction

4 min read

Running a call center means more than just placing calls and receiving them. There is a lot more that goes on behind the conversations that can provide powerful insight into how well or poorly your reps are doing their job. A high customer satisfaction rate is only possible when your reps are equipped with all the relevant information and details. These could be the customers' demographics, location, call history, social media interaction, website usage, and more.

The best way to ensure your call center is running in shipshape and yielding the optimum results is by tracking the calls that are made and received. Keeping tabs on certain aspects of your calls can provide a deeper understanding of each process as well as allow you to remedy and alter your strategies as you go.

Here are a few of the aspects that call centers must track for optimum customer satisfaction. It will also ensure better communication patterns and make things more efficient and effective.

Who should be contacted?

Calling customers on time is a requirement that needs to be fulfilled if you want to keep clients and prospects happy. Many times reps don't even know they need to call someone back or make a follow-up call, leaving the customer to wonder if your company even cares about them. This callback failure can be remedied by using a call tracking software that makes note of who needs to be called and when.

Who is making the call?

Keeping track of who is making which call allows call centers to track the required person and get any information needed. Having this information also allows customers to connect back with a representative they spoke to earlier instead of them playing "representative roulette" every time they call your company.

What points were raised during the call?

Without a record of what was spoken on the call, it becomes difficult for brands to track conversations. With a call recording system in place, companies have the option to listen and gauge the conversation for resolving customer issues as well as training purposes.

Was the call forwarded?

Oftentimes, a customer's query cannot be handled by a call representative and needs to be transferred to someone at a higher post or someone with particular expertise in that matter. Bringing another representative or manager into the loop is much easier when using a telephony software as transferring calls is a seamless process.

Call tracking capabilities are the need of the hour for call centers to work efficiently and provide insight into every process that is happening. There are a lot of issues that arise due to a lack of visibility, missing data, call back failures, and more, which can all be remedied by putting a call tracking software in place. Using such a software will also help greatly increase customer satisfaction and provide them with a better experience.

If you're looking for a call center software that will help increase efficiency and customer satisfaction, look no further than FIVE CRM. Our Call Center CRM software offers all the required functionality needed to run a high call volume business.

Get in touch with us now to know more.

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