What is CSAT?
CSAT (Customer Satisfaction Test) is a measure that measures the level to which customers are satisfied about a product, service or experience. CSAT is a numerical measure of customer satisfaction. In most cases, “CSAT” refers to “CSAT score”. CSAT scores are used by marketers and brands to determine a customer’s satisfaction during specific interactions, such as during support ticket exchanges, customer service calls, and onboarding.
How its work?
The question is specific to a product or service and will not be applicable to the entire company. CSAT surveys may include additional questions to help you get a better understanding of customer experience. Too many questions can discourage customers from participating.
Most call centers use a rating scale of 1-5, with 1 representing very dissatisfied and 5, representing very satisfied. This scale can be used to assess the experience of call center respondents, but scales may vary from company to company. The average scores are then converted into a percentage, with 0% representing complete dissatisfaction, and 100% representing complete satisfaction. CSAT surveys often have an optional comment section where customers can explain why they gave the score they did. This allows call centers to understand how they can improve customer satisfaction.
improve your BPO’s CSAT score:
1. Get the Right KPIs
If your data isn’t leading to improvements in customer satisfaction, you might want to reexamine how you collect information about customer experiences from your call center. Make sure your business goals are met by the key performance measures your organization uses for measuring customer sentiment. Only then can you put your insights into action.
Start by reevaluating your phone center metric benchmarks. Once you have made adjustments, you can start monitoring your customer satisfaction to monitor and proactively communicate your BPO Value with clients and leadership in order to grow your book.
2. Queue Callback
Offer a callback as a way to decrease call time and improve customer service. Queue callback is an easy feature to implement that allows callers to choose to hang up, or go on with their lives. With the promise that one of your agents will return the call, it is possible for callers not only to do away with the call but also give them the opportunity of getting a callback.
The callback option communicates that your company cares about customers’ precious time. This also alleviates pressure on call center staff to rush through calls. Your agents and customers will experience better service, as they will be more prepared to perform their jobs. Incorporating queue calling back can help you improve your bottom line. You will be able to cut down on the on-hold time that customers spend waiting in line.
3. Personalize Customer Conversations
Personalizing BPO conversations is a great way to improve your call routing rules. Smart call center software is able to analyze conversations and create a plan for the call that will lead to the desired outcome. Your software will then suggest rules to be followed to improve efficiency. Allow your call center staff members to connect with customers on a personal level. Give them a clear view of your customer and their past with your company.
4. Use local caller identification
Callbacks are offered by BPO call centers. To improve your answer rate and to provide a locale, you should use local outbound phone dialing. Our research shows that calling from a familiar number is 10x more likely to get a response.