Numerous studies and statistics show that customer satisfaction can have a significant impact on an organization’s bottom line.
As such, as a business owner, it’s imperative that you take the necessary measures to ensure that your call center is adopting a customer-centric approach in every area of its operations.
After all, your client base is what keeps your business afloat. If your customer service professionals are unable to deliver a positive customer experience on a regular basis, chances are they’ll seek other options elsewhere.
Building a customer-centric culture in the contact center doesn’t happen overnight, though. To pull it off, you need to adopt a comprehensive approach.
Here are four techniques that can help you build a customer-centric culture in your call center.
1. Make Customer Satisfaction Be Your Top Goal
If you want to make customers happy not just consistently but on all levels, you need to make customer service be the central focus of your company’s vision.
When it’s clear to everyone that customer satisfaction defines your business, it becomes the prime directive that drives the organization forward in all its procedures and processes.
In other words, a customer-centric approach lays the groundwork for which all areas of business operations are based on.
As such, every cog in the processes of business operations is working towards reaching a common goal: to delight customers.
2. Promote customer-centric thinking within the organization
Now that you’ve established the organization’s customer-centric philosophy, you have to make sure that every employee is aware of it.
For an idea or a business practice to flourish, it needs to have strong legs to stand on. Which is why you’d do well to emphasize the many benefits of adopting a customer-centric culture in the organization.
You can put up posters, banners, or other signs that prove why putting the customers first is a great business strategy that pays dividends in the long run.
It’s also a great idea to make positive customer feedback accessible to employees. By making it clear that customer satisfaction is a core competency in your business, chances are every employee, from the top down, will be motivated to deliver on that particular end.
3. Make key performance indicators (KPIs) customer-oriented
A call center’s KPIs are reflective of the organization’s objectives. If keeping customers happy is one of your business’s top priorities, you need to set up and maintain KPIs that put the customer front and center.
KPIs that can be considered customer-centric include Customer Life Value (CLV), customer loyalty, customer engagement, and customer sentiment.
By measuring employee performance based on customer-oriented KPIs and then rewarding agents accordingly, you can motivate employees to adopt a customer-oriented approach in every customer interaction.
4. Hire the right employees
Delivering great customer service comes naturally to some people. They just have “it,” and it won’t take much effort to mold them into the types of employees that fit your customer-centric vision.
If you want a company culture that puts the customers first, you need to hire these people. By hiring employees whose values and talents are aligned with your company’s vision, the organization can achieve its goals more efficiently.
Your organization has much to gain if you take a proactive approach in building a work environment that fosters a positive attitude towards great customer service.
Moreover, a well-defined company culture gives employees a strong sense of purpose and meaning in what they do, especially when it’s geared towards making customers happy. After all, helping others makes people happy.