Customer management has come a very long way. Millions of calls are run to connect people every day. But, some conversations might not be pleasant. Remember when you tried connecting with a customer service number to experience a painful never-ending hold time and a disinterested agent. The crux of the matter is that, although phone support has evolved, customer's expectation is still light-years away. Moreover, consumer packaged goods BPO services believe that it takes too long to reach a live agent. 

As you stick to the article, we'll focus on actionable strategies that help you make every support call count; however, let's find out what makes phone support ahead.

Why call support is significant

With the growth in technological advancement, how CPG companies handle customers has a massive effect on the overall business module. However, despite the availability of channels, voice support's popularity doesn't show signs of fading away anytime soon. A recent Statista report showed that more than 44% of customer-preferred phone support in the US, while 23% preferred Live Chat and 4% preferred Social Media.

Call support gives you a rare opportunity to let customers hear you. Remember, nothing beats a human voice that empathizes with customers. Besides, you consumers love to interact with an agent who strives to foster good rapport with them.

When we focus on personalized communication, a customized greeting helps turn any negative situation into positive one. If your customer is stuck with an issue, a comforting and assuring voice surely builds brand loyalty.

Stages to improve call center customer experience

Personalization

This aspect is often overlooked in customer service. In many cases, it is this factor exposed to the front line. With an inbound call center, you need to deal with hundreds of callers regularly, probably. Besides, ensuring personalization in each call may seem like an ardent task. A centralized CRM can arm your reps to trace every detail. Simply calling by the names helps you turn tides on your side. While most businesses share personalized emails or text messages, nothing beats the idea of calling the customers to wish them on a special occasion like birthdays and anniversaries.

Enhanced First Call Resolution

Enhancing the FCR is one of the best practices. These crucial metrics test the ability of the consumer packaged goods BPO services to resolve sophisticated consumer issues. If the customer has to approach the business for a single point repeatedly, you have a poor customer management system.

Instead, it's best to start identifying issues that can be solved immediately. Also, it's best to avoid call transfer. Remember, every transfer drastically reduces customer satisfaction.

Seamless call flow management

The moment your customer support number goes live, you are bound to receive calls. But if there's no effective system to manage the call flow, things can affect the overall flow. Remember, not all agents are experts. Therefore, it is essential to utilize a robust call center software system to ensure the right calls are taken automatically.

Conclusion

To deliver a rightful customer experience, it is necessary to adopt routes that provide a varied customer base. We hope you draw valuable input for your business growth.