In the contact center world, it’s easy for agents to become overly concerned about how customers view them. Are they doing too much? Not enough? Helpful? Unhelpful? It turns out, though, that customer/business interaction is a two-way street. Customers are less concerned with anything lacking during their interactions with you, but rather want more control over the entire the process and for representatives to be more pro-active in the time between contact points.
How Loyal is My Customer?
The ultimate goal in learning what the customer wants from interactions with agents is to earn the customer’s loyalty. Loyal customers are likely to stay with a company for the long haul, spend more money each month and, ultimately, recommend your business to their friends and family.
In many ways, the backbone of any company is the customer service organization and, of course, the call center applications, solutions and software that’s backing it up. When something goes wrong, the contact center is the first point of interaction for customers looking to resolve any issue. One way to tell whether or not your contact center is keeping customers happy and retaining their loyalty is by determining a customer’s loyalty level, called a net promoter score (NPS).
Determining NPS is Fairly Easy
Want to know how loyal a customer is? It’s simple: ask customers to rank your company based solely on their latest interaction with the company. Their answers will allow you to rank each customer as:
· Promoters (score of 9-10)
· Passives (7-8)
· Detractors (1-6)
The average NPS is determined by taking the number of promoters minus the number of detractors. What do you imagine is the NPS of your customers? Don’t be afraid to find out. It’s the first step in taking any detractors and turning them into promoters, which, if you’re a call center agent, might just end up getting you a promotion yourself.
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