July 10, 2024

7 Tips to Improve Customer Satisfaction Score (CSAT)

7 Tips to Improve Customer Satisfaction Score (CSAT)

Modern contact centers can play critical roles in making customers feel valued. They can also do a lot of harm and push customers away from your brand. That’s why successful contact centers need to focus on customer satisfaction scores (CSAT). If your contact center makes people feel appreciated, you’ve won them over as returning customers.

The Importance of CSAT

Customers are much more likely to remain loyal to your brand when they’re satisfied with the services they receive.

Why does brand loyalty matter so much? It’s mainly because it costs much less to keep a customer than to convert a new one.

The exact cost of acquiring a new customer varies significantly depending on your industry. Whether you sell high-priced software suites or low-priced kitchen supplies, keeping a customer always costs less than finding a new one. After all, you’ve already invested in marketing, advertising, and other programs to attract your current customers. If you lose even one, you have to lead a new prospect through the entire sales funnel to earn their business.

A happy, loyal customer can also act as an unofficial brand ambassador that brings more business to your company. With a high customer satisfaction score, you’ll have people out there telling their friends and loved ones why they should choose your brand. A low score encourages the opposite, which means customers are telling people not to choose your brand.

Social media amplifies each consumer’s reach and influence, so it pays to keep people happy.

Tips to Improve Customer Satisfaction Scores

You’re not stuck with your current customer satisfaction score. Try the following tips to improve CSATs and reap the benefits:

1. Focus on the Customer Journey

The people who call your contact center are at different points in the customer journey. Some have been using your company’s products and services for years. Others are impressionable first-time buyers.

Integrate your dialing software with your CMS so agents have more information about each caller. When agents understand where someone is on the customer journey, they can respond more appropriately to their needs.

2. Train Agents With Empathy

Many people reach out to customer service because they’ve experienced frustration with a product or service. They’re a bit irked before they make the call, so your agents need to respond with empathy and understanding to put customers at ease and assure them they’re taken seriously.

Even a little empathy goes a long way. Start by training agents to use validating phrases like, “I’m sorry that happened to you” or “That sounds really frustrating. Let’s get that solved for you.” These words can soothe callers and improve their overall satisfaction.

3. Improve Internal Processes

Inefficient internal processes contribute to longer wait and resolution times. Review your internal processes and look for improvement opportunities that could boost CSATs.

Plenty of contact centers discover they can use technologies like intelligent call routing to connect customers with agents trained to resolve their issues. For example, when someone calls with a question about their bill, the system immediately directs them to a billing specialist. Streamlined processes like this improve customer satisfaction, decrease wait times, and make work easier for your agents.

4. Reduce Customer Transfers

Customer transfers essentially move callers from one queue to another. While your agents might need to escalate some calls to specialists trained to handle specific situations, you want to limit the number of transfers as much as possible.

Imagine going to an appointment. You arrive on time and spend half an hour in the waiting room. You wonder why it could take so long! Then the receptionist calls your name and leads you into… another waiting room. It can shift a person’s perception in very negative ways.

In a contact center, you could have an endless number of waiting rooms. Make sure you use a system that funnels callers to the correct agents. You’ll likely see your customer satisfaction score rise rapidly.

5. Allow Call-Back Options

Ideally, your contact center doesn’t put people on hold for more than a few minutes. However, unexpectedly busy times can disrupt even the most efficient plans. Instead of expecting people to wait in a queue, ask if they’d like to keep their position and have an agent call them. That way, the customer can go about their day instead of listening for someone to pick up their call.

6. Provide Self-Service Options

Simple tasks like paying bills and updating contact information don’t always require help from a human agent. Identify common tasks that customers can perform on their own. Then, create self-service options so they don’t have to wait in the queue. You’ll improve satisfaction levels among self-service customers and customers who now spend less time waiting for an agent.

7. Collect Feedback

You must ask customers about their experiences before you can calculate a customer satisfaction score. You might think you can determine satisfaction levels indirectly, but that approach isn’t always accurate. For instance, resolving someone’s issue within three minutes might make them happy, but other factors can influence a customer’s experience.

Collect reliable feedback by reaching out to customers and asking targeted questions. You can then calculate your CSAT by dividing the number of satisfied customers by the total number of respondents. Then multiply by 100 to get a percentage. For example, if 350 out of 500 customers provide positive feedback, your CSAT would be 70% (350/500 * 100).

Improve CSATs with the Right Technology

Does your contact center’s software offer features that help you improve customer satisfaction scores? CallTools can help. Request a personalized demo to see how CallTools can empower your agents and boost CSATs.

See how Call Tools can support your enterprise today!

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