Ambarish Gupta of Knowlarity on Improving your Customer Satisfaction Index

If you are in to a business for which you also have customer support services on offer, you must be doing one heck of a job. But have you ever checked how your customer’s queries are being answered? As per a survey done some time back, a significant percentage of customers become irate not because of their actual issue or query but because of the kind of response they get when they make a call to the customer care of their respective stuff.

There are multiple such known reasons that are bound to make a customer become frustrated with the way he gets treated when he calls in. A few of these are:

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• When someone calls and start explaining their situation, and while he is still explaining the call gets disconnected.
• When IVR asks unnecessary questions and even after selecting the right choices routes a customer to the wrong department.
• When a customer gets the assurance of a callback at the earliest, but never receives it.
• When someone calls a particular place such as a restaurant or a shopping arcade for the nth time, he still is asked for his name and number.
• When someone has to wait in queue of a customer care number forever, at any time of the day, even at times when there must not be that much calls in queue.

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To overcome such situations, many call centre firms have devised modern methods that promise better delivery of customer services. For instance, some of them make use of a kind of software that routes a person’s call to the last agent he had talked to earlier and would have better understanding about his issue. Then there are some that make their customers aware of the number of people who are in queue before them. There are also some that promise call backs, however these businesses must make sure that such calls are being returned.

Having a ticket system is one of the best ideas that most of the companies use today. A ticket contains information about a person, his issue, what all he has been told so far and what was the future course of action that was promised to him till his last call. This eases up an agent’s work as well leaves a good impression on a customer that his query is being handles in a systematic manner.

You can also have an IVR setup, which will take all the information from a customer well in advance so that when he gets connected to your agent, he is ready for him with all the right answers.

[Editor’s Note: This is a guest post by Mr. Ambarish Gupta, CEO & Founder, Knowlarity]

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