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February 9, 2013

by HoosOnBrand

OpsTalent Blog

Multi-lingual contact centre’s are embracing the customer centric concept, ditching ACD stats and highlighting customer satisfaction alongside customer experience as their main drivers for 2013.

If improving customer satisfaction and becoming a part of  the hype is Your goal, then read on.

OpsTalent has these tips for you:

1. Exceed expectations.

Simply under-promise and over-delivers that’s it. If you over-hype your customer service process and can’t deliver the advertised minimum, customer satisfaction will drop rapidly.

Make sure that service levels are clear and well established, and most importantly constantly met.

Dazzle the customers, take them on an epic journey!

2. Analyze customer complaints.

This is vital for improving the customer service process, have team leaders gather the most frequent compliments, review them, and act accordingly.

Since contact centre agents are the backbone, include them in the process, gather their opinions as well, this will solidify their trust.

Coming up with…

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