How To Improve Your Call Center’s CSAT Scores?

If you run your call center, improving the CSAT scores should be at the top of your priority list.

Why?

Because the 80% CSAT score signifies excellent performance, it sounds pretty disappointing that the average score across multiple industries is just 15%. If you want your business to grow and become known as a company that actually strives for excellence, you must learn how to improve CSAT call center score.

Continue reading and we’ll go over the basic information and provide you with tried-and-true strategies for improving your contact center’s CSAT scores.

What does the CSAT score represent?

In the simplest of terms, CSAT is an abbreviation for customer satisfaction. Thus, the CSAT score can simply be described as the score assigned to customer satisfaction after their interaction with your contact center. 

CSAT scores are calculated via a short survey provided to the caller after a conversation, and it helps your team understand the quality of the service provided. 

So how to improve CSAT call center score if you have no control over your customer’s responses? That’s right. You may not be able to influence your customers directly, but you can try implementing strategies that will increase the chances of receiving positive marks. 

Best strategies for improving CSAT score

Regardless of whether you’re using a comprehensive survey after an interaction with a customer, or you ask the caller a simple question to calculate your score, chances are, there are areas in which you can prove. 

While there are many strategies you can fall on, we’ll provide you with the five most actionable and effective ones around. 

Here’s how to improve CSAT call center score:

1. Focus on one-on-one communication

With a large number of customers, one-on-one communication is the only way to establish a positive connection. This flies in the face of modern trends that propose the use of chatbots and other methods as a cheaper alternative for human interaction. 

We’re not implying that you should stay away from AI technologies. Rather, you should look for ways to prioritize human interactions while also implementing personalization available through the use of AI tools. 

To improve your scores, you should provide your agents with AI tools that will help them deliver a more robust customer service experience.

Sure, chatbots are cheap and may help you with simple requests, but they’re simply not effective enough to address even moderately complex customer scenarios. However, by increasing the efficiency of your agents through the use of AI tools, you can deliver a more robust customer experience and boost your CSAT score. 

2. Track the right metrics

Measuring customer satisfaction relies on data, which means you have to become a lot better at interpreting all that information.

To properly ascertain the efficiency of the call center, you first need to identify the most important KPIs. For instance, the most important ones are overall service levels and the average first response time. You can also see extraordinary results by figuring out which metrics matter most to your customers. 

Accurate KPIs will help you identify areas where you can improve your agent’s performance. While KPIs have a direct impact on your center’s CSAT score, you have to measure your overall performance accurately. 

In the modern setting, it’s easy to do this by using software solutions that provide AI-powered analytics. Some pieces of software give you a unified image of everything happening in the contact center. This allows you to have an accurate view of all the KPIs that matter. 

Work on boosting your performance, and the CSAT score will without a doubt reflect the improvements. 

3. Record your agent’s calls

You can also identify areas of improvement by recording customer interactions and analyzing them to find bottlenecks. Using this “primitive” (at least by today’s standards) method may take a lot of time, but it can be very revealing.

Who knows, maybe one agent is making the same mistakes during every interaction at the expense of their efficiency. You can then work on solving the problem with the individual agent instead of scratching your head and trying to figure out what’s happening. 

4. Improve your quality assurance workflows

Quality assurance is all about standardizing your customer service to always deliver the highest quality experience - one that meets your company’s standards to a t. This isn’t always easy to accomplish, especially when the point of contention is the overall customer journey as well as their expectations and needs.

You can try assigning a team member to quality assurance, instructing them to review customer interactions, and coaching the underperforming team members. 

5. Introduce additional support channels

Remember what we said earlier about human-to-human interactions? Some customers may prefer different channels of communication. So by introducing new support channels, you can account for varying customer preferences. 

For instance, younger customers prefer contacting your support agents by email, while others may be perfectly fine with using chatbots or instant messaging.

Regardless, by offering multichannel support to meet the needs of all customers, you’re one step closer to cracking the puzzle that is how to improve CSAT score call center. 

In closing

A weak CSAT score doesn’t seem like a pressing issue at first. However, a CSAT score is a direct indicator of customer satisfaction which in turn directly impacts your bottom line. In most cases, positive customer experiences will lead to repeat business, more purchases, and new referrals.

Furthermore, this increase in your bottom line will also slowly grow your business without any unnecessary rise in your marketing costs. 

On the other hand, if your callers consistently report their experience is poor, your customer base will slowly dwindle away. And sadly, even the most loyal customers may simply switch to working with your competitors. 

Ultimately, learning how to improve CSAT score call center is essential, and it’s one of the best ways to start growing your customer base without investing any additional resources into your marketing efforts.