In order to achieve maximum customer satisfaction, your business must be able to instill the feeling that they matter to your business. And to do that, you need to fully understand them. Who they are, where they are what they want, how they want it, when they want it, and if they’re happy with your service. In a nutshell, customer data is the key to fully understand your customers .
Customer information is one that fuels many of today’s most successful brands. With the right customer information, you will be able to understand your customers much better, allowing you to improve your message, and enhance your relationship with them.
In this post, we will discuss why your call centre operations should care about capturing customers’ data accurately.
1. Accurate Customer Information Means Improve Customer Experience
Many of the top-of-the-class call centres today have shifted from traditional metrics such as Average Handling Time to more customer-centric metrics such as customer satisfaction ratings. This only reflects how call centre operations have become a crucial aspect of a customer’s buying process.
In today’s consumer landscape, it is often that call centre serves as the only human interaction between a customer, or a potential customer and the business. So, by providing a great customer experience on this specific touchpoint can have an immense impact on their purchase decision. Otherwise, a bad one can lead to bad brand image and lost business.
2. Wrong Customer Information Can Lead to Expensive Mistakes
Incorrect contact details or address can result in costly mistakes – from the cost of dealing with returned mail or package, unopened proposals, to the cost of paying the courier service for something to be redelivered.
Not only these mistakes are expensive to fix, they could also upset your customers a lot once they learned that the delivery of their product or service will be delayed for several days because your agent has provided your courier service the wrong address.
3. To Improve Your Customer Loyalty
Winning the loyalty of your existing customers is as important as winning new ones. If you can maintain a good relationship with them after they purchase your product or service, you will be able to make loyal customers. The first step to ensure this is to have the complete information about their buying habits, interest, and other essential information.
If your agent can successfully capture your customer’s information the first time they call, and refine this captured information as customer interact more with the company, your business will be able to provide them with the right product and the right service at the right time, thus enhancing their trust and loyalty to your company.
4. It Helps Reduce Average Handling Time (AHT)
Even if your call centre operation is small in size, there are definitely some things that could slow down your agent’s day. This includes them having to switch from one computer system to another simultaneously, spending too much time answering enquiries, slow-loading website, so on and so forth.
Dealing with incorrect addresses or contact details and manually keying them out can result in increased handling times. Having simple technology that allows you call centre agents to speed up the process of data entry will help reduce time spent on the phone.
5. To Streamline Your Marketing and Sales Campaign
The more accurate the data your agent can capture from your customers, the more effective your marketing team can segment their data and run targeted campaigns. Whether it’s to divide your customers up by sales territory, by location, or by their salary bracket, having accurate customer information can help your sales team execute your campaign more efficiently and effectively.
These are the top reason s why your call centre operations must be efficient in capturing important information from your customers. If you want to learn more about how you can improve your call centre operations today, contact Healthy Business Builder today at 1300 833 574.