What You Need to Know About NPS Scores and How It Helps to Measure Call Center Success

A net promoter score (NPS) measures how likely a customer is to recommend a brand to someone else. The score runs on an index of -100 to 100 and measures the overall satisfaction and loyalty of a customer. You can use your NPS to improve your products or services and grow your business through referrals. […]

Learn how to calculate your NPS to enhance your call center’s effectiveness.

Create an NPS Survey

Use a customer experience management platform or NPS software to gain a comprehensive picture of your customers. You can use the NPS data to determine which touchpoints have high NPS scores and which have lower scores. This provides a basis for the areas that need improvement.

Include as few questions as possible in your NPS survey. You may want to begin with demographic questions about age, gender, or income to create segmentation during your research and analysis. However, avoid these questions if you can gather the data from your customer relationship management (CRM) software, customer database, or other source.

After asking the customer how likely they are to recommend your company to someone else, request the reason for the score. This lets you uncover the drivers for promoters and detractors. You may want to save time by using a text analysis tool to create structured data pieces that are easy to manage and interpret.

Find out how you could make the customer experience better. This is especially helpful if you plan to do closed-loop follow up and customer ticketing. You will be better able to continue customer conversations and resolve issues by responding to the feedback. As a result, your customers should be more loyal to your company and your staff more satisfied with their jobs. This increases your customer lifetime value, brand equity, and employee retention.

Ask to follow up with your customer. Keep in mind that not everyone will want to discuss their issue. If you cannot access the customer’s email or phone number from another system, be sure to ask for it.

Calculate Your NPS

Begin calculating your NPS by giving your customers a scale of 0-10 and asking how likely they are to recommend your product or service to a friend or colleague. Then, categorize their answers into three groups:

Promoters (9-10) are satisfied with your product or service, likely to recommend your company to others, and should continue their loyalty to your organization. They make up the majority of business referrals and contribute to company growth.
Passives (7-8) are somewhat satisfied with your product or service but may buy from a competitor. They are unlikely to refer your company or engage in adverse word-of-mouth advertising.
Detractors (0-6) are dissatisfied with your product or service, are unlikely to refer your company, and may impact your brand’s reputation through negative word-of-mouth advertising.

Next, subtract the percentage of detractors from the percentage of promoters. Your answer will be between -100 and 100. This is your NPS.

Find Employees That Positively Impact Your NPS!

The right people can help your company reach new levels of customer satisfaction. Need help finding great employees? We can help! Get in touch today!

Jule Doran
•
Posted on
February 9, 2022

Call Center Career Paths

Have you thought about a career in the call center industry? If you enjoy engaging with customers and helping them get the most from their products and services, this may be the field for you. There are plenty of directions to move your career in for long-term success. Discover six career paths to help […]

Discover six career paths to help plan your future as a call center professional.

1. Customer Service Representative

If you enjoy resolving customer issues through various channels in a calm, professional manner, then you may want to be a customer service representative. In this position, you often act as the face of the company. Your duty is to answer customer questions, resolve complaints, process and modify orders. You also provide instructions and information about products or services.

2. Customer Retention Specialist

As a customer retention specialist, you provide proactive support for customers to maximize the use of your company’s products or services. This helps increase customer retention, loyalty, upsells, and repeat business. Additionally, you handle contract renewals and cancellation requests, provide updates on product or service features, and share tips to get the most use from the offerings.

3. Product Support Specialist

Becoming a product support specialist means you are a subject matter expert on the company’s offerings. Because you understand every aspect of how the products work, you can answer complicated questions, troubleshoot problems, and educate on product functionality. You also update customers on long-term fixes and share customer feedback with the product team. Additionally, your role will include recording common problems for product documentation, internal knowledge bases, and agent response templates.

4. Customer Service Training Manager

You may want to be a customer service training manager if you want to create learning and development programs for new and existing customer service representatives. In this role you would also implement and oversee new training processes. This may involve anything from new hire training to management training and beyond. Ongoing maintenance of training materials and innovation in the best training methods are required. Understanding customer service processes, from basic problem-solving to product troubleshooting, is important as well.

5. Customer Implementation Manager

If you are interested in business-to-business technology, you might become a customer implementation manager. This means you are a subject matter expert on your company’s products or services. You help new customers implement your product or service in their organization according to their objectives and timeline. You also work closely with sales, product, and support teams to meet customer expectations and requirements.

6. Quality Assurance Manager

Working as a quality assurance manager involves ensuring that customer service representatives maintain a set of quality standards. In this role, you will also be responsible for making sure representatives deliver the best possible customer experience. These standards are specific to the company and may involve anything from a representative’s tone to their problem-solving ability. You also may be required to create and enforce the performance standards, evaluate agent performance, lead calibration sessions, and work with team leads to ensure they effectively coach their agents.

Find a Call Center Role

Work with Salem Solutions to begin or further your career as a call center professional. Visit our job board today.

Jule Doran
•
Posted on
February 2, 2022

A Call Center’s Guide to Managing Remote Staff

The growth of technology continues to make remote work increasingly popular for call centers. This is why more companies are hiring remote employees to staff their customer service departments. Although there are many benefits to having a remote call center, effectively managing one can be challenging. This is why understanding call center management tips are […]

The growth of technology continues to make remote work increasingly popular for call centers. This is why more companies are hiring remote employees to staff their customer service departments.

Although there are many benefits to having a remote call center, effectively managing one can be challenging. This is why understanding call center management tips are so important. Following best practices for overseeing a remote call center can help you maintain high agent performance across geographic locations.

Here are some tips to manage your remote call center employees.

Cultivate Strong Company Culture

Create connections among your call center staff in ways that center on your company mission, vision, and values.

Discuss your expectations for call center operations. Additionally, include how customers are to be treated and what should be done if a call escalates.
Share how your employees should interact with others to appropriately reflect the culture both during and after work hours.
Emphasize the value each of your team members brings to your call center. These actions build an environment that promotes loyalty and engagement.

Use Remote Management Tools

A variety of technology is available to help you manage your remote call center team.

Call center software provides the data and metrics you need to monitor your employees. You can use the information to uncover your team’s strengths and weaknesses and provide constructive feedback and coaching to improve performance. This helps keep customer satisfaction high.
You can view agent activity, call data, and call logs to determine the number of calls each agent takes and the length of each interaction. This shows how each staff member’s performance measures against your standards. You can praise your team members for work well done and train them on areas that need improvement. These actions optimize your agent and team performance.

Provide Collaboration Tools

Your call center team needs technology to help them work on projects and solve problems together.

Implement call center software with agent-centric communication tools. Your staff can share files, message each other, and perform other tasks to complete their work.
Include agent coaching tools to assist your team members during a customer interaction. If a conversation escalates, you can monitor the call without the customer’s knowledge and coach your agent in real-time. This helps your team feel confident in their work.

Gamify Customer Service

Use recognition and rewards to encourage productivity and positive results.

Appeal to your agents’ competitive side by awarding prizes for employees who attain the results you want to achieve. The prizes may include gift cards, company swag, special privileges, paid time off, or other items that appeal to your staff. Make sure the value is strong enough to encourage your team members to take action.
Providing motivation for your employees to increase the number and quality of their customer interactions elevates the results of your call center team. Recognizing your staff members’ contributions and results also increases job satisfaction and company loyalty.

Create a Hiring and Training System

Clearly define your approach to recruiting and training your call center hires for maximum success.

Create a list of the skills and qualities you seek when hiring agents.
Include pre-hire assessments, face-to-face interviews either in person or through video conferencing, and targeted interview questions to find what you are looking for.
Design a training program that includes having each new agent work with a seasoned teammate who can provide the knowledge, skill-building, support, and other resources necessary for success in the role.
Offer a trial period of 3 months for new agents to adapt to their new role and routine.
Go over your call center’s processes and policies so your new hires understand them. Include your requirements for working remotely and expectations for their workspaces, work conduct, and participation in team efforts.
Train your new staff members on your customer service tools. Show how the technology helps improve calls and outcomes.
Have each new employee take training calls with an experienced guide. The guide can walk the new employee through different scenarios and outcomes to prepare for potential interactions with customers.

Monitor Your Customer Service Quality

Pay attention to how happy your customers are with the service they receive. This ensures your call center team provides value to your company.

Use quality assurance tools to monitor customer interactions. For instance, use speech analytics to measure customer satisfaction during support calls. Also, check your agents’ calls to make sure they follow call center best practices. Additionally, pay attention to data on first-contact resolutions to see whether your staff members are providing the proper support.
Make sure your employees comply with call center regulations and standards. For instance, watch how your team follows the established processes to manage sensitive data. Also, look at your call logs to determine whether your staff are following the DNC list rules.
Use call recordings and past interactions to determine whether an agent is struggling. If they are, talk with them about what the issue is and how you can help resolve it. Additional training or coaching may be needed.

Request Customer Feedback

Ask your callers and team members for input about your call center.

Have your agents request that your customers stay on the line for a short satisfaction survey. Your customers can rate their experiences and suggest improvements.
Carefully consider the information you receive, then implement the ideas you feel would improve your call center.
The more valued and heard your customers feel, the greater their satisfaction with your call center.

Ask for Agent Input

Request that your team members share their ideas about what is and is not working with your policies and procedures.

Remote employees need to know their suggestions are welcome and appreciated.
Increasing agent satisfaction helps improve your internal processes and customer support.
You can find ways to enhance your training program, meetings, and management skills.

Need Help Hiring Remote Call Center Professionals?

Salem Solutions has vetted call center professionals ready to begin working for you. Contact us today.

Jule Doran
•
Posted on
January 19, 2022

Tech for Call Center Edge

The primary goal of your call center is to provide exceptional customer service. Whether focused on inbound calls, outbound calls, SMS, chat, email, or social interactions, your call center requires a variety of technologies to operate. The ones you choose help your employees more effectively use their time. The more efficiently they provide service, the more your customers should continue to do business with your company. It is more important now than ever before to stand out from your competitors. Implementing the right technologies can help!

The following are five current technologies your call center may want to use to stay competitive.

1. Computer Telephony Integration

Computer telephony integration lets computer and phone systems interact with each other. Your call center can use computers to manage all telephone calls to increase efficiency and results. An agent receives a call notification through a screen popup with the caller’s account information. Because the popup is connected to a unified desktop, the agent has complete access to the customer’s data. This lets the agent lead the call and solve the problem, saving time for both the agent and the customer.

2. Interactive Voice Response Technologies

Interactive voice response lets callers access the information they seek without talking to an agent. This allows your agents to have more time to focus on more difficult customer issues. Additionally, interactive Voice Response technologies are a great way to support agents while cutting down on hold time and better serve customers with simple questions. The callers enter their information with a touch-tone keypad or by speaking into the phone. Natural language speech recognition software uses grammar and data to recognize different dialects and words. The technology operates on a strategically developed call flow and undergoes continuous tuning based on customer interactions.

3. Predictive Dialer

A predictive dialer automatically dials from a list of phone numbers. It detects busy signals, voicemail messages, disconnected phone numbers, and when there is no answer. The technology can be used for mobile, text, social, chat, and email. It also detects a customer’s favored channel and delivers the interaction to the agent when answered. Plus, the technology can proactively reach customers in case of an emergency or to let them know where they are in the queue. This saves the agents a substantial amount of time on making phone calls.

4. Call Recording Systems

Recording systems capture customer interactions. This lets agents and managers review what happened during a call. More advanced systems also can record other interactions related to the call, such as emails and chat sessions. The recordings can be historical or in real-time so that a supervisor can intercept an off-script or out-of-the-norm call and provide coaching. The technology can also be paired with analytics reporting for in-the-moment insight that leaders can use to improve agents’ performance.

5. Customer Relationship Management Application

A customer relationship management application gives agents all of the customer information they need to solve problems as quickly as possible. The call center agents also can use the application to document customer interactions in case the caller needs additional help in the future. This helps agents more efficiently resolve issues down the road. It also routes customer cases through internal processes and keeps customers updated throughout the case lifecycle.

The Newest Technologies Mean Nothing Without The Right People!

Need help finding the people you need to drive your call center business forward? We can help! Get in touch for help finding the right people for your unique needs!

Jule Doran
•
Posted on
January 12, 2022

Think Twice Before Quitting! 4 Considerations to Make Before Quitting Your Call Center Job

As The Great Resignation goes on, the number of employees who quit their jobs continues to grow. This may make it tempting to join the mass departure and leave your call center job. However, you should think twice before handing your manager your resignation letter. Staying with your current employer may be in your best […]

Consider these four factors before leaving your call center job.

1. Are You Consistently Reaching Your Goals?

If you continually achieve your call center goals, you likely are being rewarded for your efforts. The gift cards, bonuses, raises, or other incentives make it attractive to stay at your job. They make it worth your time to deliver value to your team and organization on an ongoing basis. Plus, you likely have a reputation as a top employee, making it more meaningful to stay. You can continue to build on your successes and make a bigger move down the road.

2. Is Stability Important?

With all of the changes happening due to the coronavirus, your call center job may be one of the few constants in your life. Because moving to a new company is disruptive, you may want to remain where you are for now. You can continue to learn, develop your skills, and take on new responsibilities. This can make you even more prepared for when the time is right to change jobs.

3. Can You Craft Your Role?

Employee departures could mean new opportunities for you within the organization. For instance, you could take on additional responsibilities to increase your skill set. Or, you might be able to secure a lateral move or a promotion. Perhaps you can lead or take part in a strategic initiative that increases your visibility to leadership. Talk with your manager about how you can add more value to the call center. Discuss what could be done to accommodate your changing background, motives, and preferences. This can help increase your engagement, productivity, and job satisfaction.

4. Could You Negotiate for More Money?

The vast number of employees quitting their jobs provides you greater leverage for a pay increase. Start by making a list of your most recent accomplishments and how you added value to the call center. Then, talk with your manager about the reasons you deserve a raise. They may be able to provide one in order to keep you with the organization. If not, ask what it would take for you to earn a promotion with higher pay. Write down the requirements, then talk about the ways you can fill them. Create a plan to begin taking action.

Are You Sure It Is Time for a Change?

If it definitely is time to change call center jobs, work with Salem Solutions to find one that meets your needs and interests. Visit our job board today.

Jule Doran
•
Posted on
January 5, 2022

The Top Mistakes Call Centers Make and How to Avoid Them in 2022!

Odds are your call center has a well-developed training program and agents who demonstrate high standards. Even so, there always is room to improve performance. Because your agents are human, they sometimes make mistakes. This can impact your company’s reputation and bottom line. As a result, you should pay close attention to the most common […]

Discover how some of the most common call center mistakes can be avoided to increase customer satisfaction.

Keeping Customers on Hold

Customers get frustrated when they are placed on hold for too long. Many hang up after 90 seconds or less and do not call back. The issue is an even bigger problem when first call resolution is one of your call center’s key metrics for success.

Your agents need to be trained to keep hold times to a minimum. Even if they have to research an issue or talk with you, the agents should keep your customers informed about what is going on and when they should expect a response by. This helps set reasonable expectations for your customers, which can increase their patience while waiting for an answer.

Passing the Caller to Another Agent

Callers do not like to be passed from one agent to another. They have to repeat their problem each time and often get put on hold. This increases the amount of time needed to resolve the issue.

To reduce or eliminate this problem, your agents must be trained to handle as many situations as possible. You also need a system in place that automatically directs calls to an agent who is best equipped to handle them.

Showing Low Emotional Intelligence

Customers who do not feel that your agents are hearing and understanding them typically become frustrated. They may hang up without their problem resolved and decide to do business with another company.

To alleviate this issue, your agents must be able to effectively build rapport with, educate, and provide emotional support for your customers. They also need to anticipate customer requests, offer personalized information, and deliver results as quickly as possible.

Not Responding to All Communication Channels

Customers do not like waiting long for their communications through phone, email, social media, or live chat to be answered. If it takes too long to hear from your agents, your customers may look for a company that better handles its customer service issues.

You can resolve this problem by properly training your agents to respond to customer communications as quickly as possible in the manner they were received. This efficiently provides your customers with responses without having to repeat their concerns through different channels. You also need a quality assurance framework that keeps customer information in one database, tracks agent performance, and identifies agent mistakes across channels. This makes it easier to resolve customer issues, reward agents, and provide constructive feedback and additional training to improve performance.

Missing an Element of a Proper Interaction

Customers deserve to hear a proper open, professional tone, rapport building, and careful listening during their call. The interactions also require professional language, effective questions, and a proper closing to their call. If an agent does not provide all of these elements during a call, the quality of the customer experience goes down.

The implementation of a quality assurance system can reduce this problem. You can celebrate your top-performing agents, identify any behaviors that need to be discussed, and provide additional training and coaching to improve performance.

Making Chat Mistakes

Customers expect personalized support when reaching out through live chat. This includes building rapport with the agent, feeling they are being listened to and understood, and knowing that resolution of their issue is important. If the customer does not feel respected and valued, they may take their business elsewhere.

One way to increase customer satisfaction is by implementing chat automation to immediately begin the customer service process. You might send preset replies that respond to initial introductions, ask questions, and collect information. Or, you could use a pre-chat survey to collect customer information and identify an issue before the agent interaction begins. This provides agents more time to prepare for the live chat.

Another way to improve customer satisfaction with live chat is by training your agents to use an appropriate tone throughout the interaction to show they genuinely want to solve the problem. The agents also should demonstrate active listening and empathy to reduce customer frustration.

Make sure your live chat hours are clearly displayed if they are not 24/7. Setting clear expectations lets your customers know they may need to wait to hear back from an agent. Be sure to disable live chat outside of operational hours to avoid confusion. Or, offer a calendar option to set up a time for a live chat with an agent.

Not Obtaining Call Monitoring Consent

Your call center needs to comply with all laws and regulations to protect your customers and company against risk. This includes securing consent to monitor customer calls.

You should have a system in place that automatically tells your customers their call is being monitored and recorded. If not, your agents need to let your customers know they are being monitored before a conversation begins. Be sure to provide a script for both incoming and outgoing calls that make customer consent the top priority.

Incorrectly Collecting Payment Information

Your agents need to follow specific standards for collecting and storing payment information. Otherwise, your call center may face fines or other penalties for failure to comply.

You can reduce this risk by posting the rules and training your agents to properly collect and store customer payment information. Include the potential consequences if the standards are not followed. Also, provide a script for your agents to follow for incoming or outgoing calls to increase compliance.

Looking to Hire Call Center Employees?

Need to add some top-notch employees to help your call center achieve its 2022 goals? Salem Solutions has the vetted candidates you need to fill your positions. Request an employee today.

News

Industry news, advice and insights from our experts.

Meet SLAs with Scalable Call Center Staffing