The more that organizations rely on communication to conduct business, the more vital it becomes to track the progress of their customer service. The country’s – and the world’s – reliance on call centers is only increasing. But the fact is that some customer service operations function better than others, for reasons ranging from disparate internal systems to the high costs of running them.
For better results, companies can partner with call centers that measure their results, showing how they will save you money by reducing your operational inefficiencies.
Upgrading Your Systems and Processes for Better Call Resolution
Upgrading your processes is probably the best way to create a more seamless customer experience. And in spite of all the focus on AI currently, technology still falls short when it comes to resolving problems in customer service departments. Businesses that implement chatbots to answer questions are only addressing part of the problem. They may save money in the short term but will lose clients in the long run due to poor customer experiences that haven’t gone away.
If overhauling your internal communications department seems overwhelming, a better approach might be to outsource your customer service to a center that is equipped to handle all of your organization’s needs. A more efficient system such as an overflow call center service can save money while achieving multiple goals for organizations in healthcare as well as other industries. Whether you’re comparing to your former performance or that of a competitor, benchmarks to look for include:
- Faster scheduling times
- More pre-registrations
- Boost in client and patient verifications before appointments
- Increased scheduling overall
How Lighthouse Measures Results to Retain Talent
Retaining talent is one of those challenges that never seems to go away in this industry. Except when it comes to outliers such as Lighthouse Enterprises. It is a nonprofit that staffs its call centers primarily with people with disabilities, and then invests in ongoing training and education. The result is highly committed call center agents who wouldn’t want to work anywhere else.
The key here is that Lighthouse wouldn’t know how much of a difference its call center agents were making for its clients without measuring their results in a variety of ways. One way the remote call center reviewed its advantage for workforces was by tracking its retention rate. It found that its contact center attrition rate was just 7.2% – in stark contrast with a 45% industry average. Another crucial measurement: nearly all of the clients’ calls are resolved on the spot, without requiring any further actions on the part of the callers.
Efficiency Stems from Call Center Management
Effective call center management also relies heavily on continuous monitoring and coaching. Regularly reviewing performance data and conducting one-on-one coaching sessions with agents helps identify strengths and areas for development. Providing agents with constructive feedback, as well as recognition for good performance, can boost morale and help maintain consistent service quality. Additionally, real-time monitoring and call shadowing allow supervisors to intervene when necessary, ensuring that service levels are consistently met and customers receive timely, effective solutions.
There are other ways to measure your progress as a means of improving your call center performance:
- Implementing surveys
- Total calls resolved
- Call resolution times
- Number of calls per request
- Social media monitoring
Any steps you take to gather insights from customers can reveal pain points and areas where the service may be falling short. By acting on this feedback – whether it involves outsourcing certain roles or refining training programs – companies can stay agile and responsive to customer needs, ultimately exceeding their call center goals.
How Remote Customer Service Can Help You Meet Your Goals
Maybe it’s time for a partner that will work with its own internal team to continually improve results. Lighthouse Enterprises’ inbound call center services are highly scalable to meet each client’s scheduling needs. Our customer-centric approach ensures that service excellence is non-negotiable.
Reach out to Lighthouse Enterprises for a partner that will up your customer service game this year!