8 ways to improve your call centre CX

8 ways to improve your call centre CX | IRIS Audio Tech

27 Oct '23

There’s a lot of change happening within the call centre space right now: a hyper-discerning consumer body means that companies are looking at all possible routes to beat the competition—for good reason. The quality of a brand’s customer service is affecting bottom lines, retention and loyalty rates more than ever before. Brands must take CX seriously if they want to grow going into 2024 and beyond. So, with this in mind, here are eight tactics that leaders can implement today to gain quick wins and long-term gains.

1. Embrace advanced noise cancellation

Clear communication is the key to effective customer service. Advanced technologies, such as IRIS Clarity, create an environment that promotes meaningful conversation, quick resolutions and minimal stress. By leaning into background noise cancelling technology, brands can ensure that all audio barriers are removed from customer-agent conversations. An investment in bidirectional noise cancelling app will pay companies dividends in the future: dialect, accent, hearing and call centre background noise issues all play a part in lowering the quality of customer experience. If companies remove these problems, then they’re off to a fighting start.

2. Empower agents with skills and autonomy

First impressions last, and in the call centre world, agents are often at the forefront in setting those impressions. Beyond polite interactions, agents armed with knowledge and problem-solving capabilities can significantly elevate the customer experience. According to a Hanover Research study, 53% of CX leaders say that their main problem is agent retention. This is an alarming statistic: agents who don’t feel valued are unlikely to rise to the challenge when required.

Companies who understand the importance of providing their agents with autonomy and decision-making powers will see an uptick in CX satisfaction rates: a happy agent who feels empowered is more likely to do an exceptional job than one who is not invested in the company. Remember, businesses who focus on both people and performance are 4.2 times more likely to remain in the top quintile.

3. Aim for a gold standard resolution process

Nothing frustrates customers more than a prolonged resolution process. Streamlined workflows, where agents have clear guidelines and tools at their disposal, can dramatically reduce resolution times. The best call centres achieve a First Call Resolution Rate of 74% or higher. This means that leaders need to be aggressive and confident in upping their CX game by utilising all the tools available to them. To achieve gold standard service, call centres must look at removing background noise and implementing robust processes.

4. Embrace inclusivity

In today's diverse landscape, it's crucial for businesses to cater to a broad spectrum of customers. For those with varied accents, background noise can distort understanding, leading to miscommunication or frustration. Moreover, as people get older, hearing loss becomes more common, making clear conversations even more paramount for the elderly demographic.

By eliminating background noise, companies can ensure that these individuals are not inadvertently excluded from helpful conversations. For those who are neurodiverse, background noise can be more than just a nuisance; it can be a significant source of distraction and discomfort. Embracing a tool like IRIS Clarity to prioritise clear voice communication showcases a brand's commitment to inclusivity, ensuring that everyone, irrespective of their age, background, or neurodiversity, can engage in seamless, stress-free interactions.

5. Don’t ignore the silver economy

The so-called 'silver economy', representing the purchasing power of older adults, is burgeoning on a global scale. As populations age, especially in developed countries, the economic influence of the elderly is becoming increasingly significant. By 2050, it's projected that one in six people globally will be over the age of 65, up from one in eleven in 2019. This demographic shift brings with it evolving needs and preferences, especially in terms of communication.

For many older adults, the value of personal interactions and the preference for voice communication cannot be underestimated. This generation values the personal touch, gravitating towards voice interactions over digital chatbots or email exchanges. Their loyalty hinges not just on product quality but on the quality of interpersonal interactions they have with brands. However, this segment also faces challenges, such as age-related hearing decline. It becomes crucial for businesses to ensure that their voice channels are crystal-clear, free from background disturbances, and optimised for inclusivity. Investing in advanced technologies, like IRIS Clarity, signifies a commitment to this demographic, catering to their preferences while also addressing their challenges.

6. Utilise speech analytics fully

Beyond call compliance, recorded conversations can provide a wealth of insights when fed through advanced speech analytics tools. Clear, noise-free recordings boost speech analytics accuracy, offering razor-sharp insights into customer behaviour and preferences. Armed with this information, call centre leaders can implement the changes needed to supercharge their CX.

7. Personalised interactions over clichéd scripts

While having a guideline script is essential, personalised responses can make customers feel uniquely valued. Encouraging agents to personalise their responses, while adhering to the company ethos, can result in more meaningful and memorable interactions for customers.

8. Stay in tune with technology and tools

In an ever-evolving technological landscape, call centres that stay updated with advancements will invariably lead the pack. From background noise cancellation technologies to sophisticated AI-driven analytics, integrating these tools can redefine customer interactions.

Learn more about how you can improve your call centre’s CX today or start your 7-day free trial.

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