When you use conversation to talk, text, chat and email with your customers in a meaningful way, you can drive real results like improving customer satisfaction scores, increasing Net Promoter Score, and growing revenue. Here at STARTEK, we use the science of human communication to help engagement specialists respond to customer concerns with emotional understanding, educate customers in ways that reduce their anxiety, and anticipate their needs.
But because this approach flies in the face of popular thinking in the customer care industry, we often hear myths about human dialogue in the engagement (contact) center that continue to be perpetuated.
Neuroscience findings show that communication has a profound physiological impact on us. It affects certain hormones involved in stress, trust, and other emotional states. Why is this important in the engagement center? Because Net Promoter Score (NPS) is not based on whether an engagement specialist solved a problem for a customer, it’s actually reflecting an emotional measurement of loyalty.
Likewise, most customer satisfaction (CSAT) surveys measure the afterglow of an experience, not the nuts and bolts of what happened. Delivering the kind of afterglow that makes customers respond positively when asked about satisfaction or loyalty takes engagement specialists who are conversation specialists.
Is one of your objectives to increase revenue? The principles of dialogue can help engagement specialists build rapport, which establishes trust and drives sales. Is an objective to reduce churn? With insightful questions, engagement specialists can identify the root causes of why a customer might be considering switching to a competitor. The list goes on, but the essence is that conversation not only helps you meet your business objectives, but it’s also the only way to really move the needle on those metrics you’re responsible for: first-call resolution, CSAT, customer retention, revenue, and more.
On the contrary, training engagement specialists in the principles of dialogue will get you measurable and sustainable return on investment. You’ll:
And finally, you’ll reduce employee attrition because now you’ve given them the tools and the empowerment to truly help others who need it.
The automotive industry is undergoing a transformation. Changing consumer behaviors, the accelerated rise of technology-driven trends, and less constrained competition are revolutionizing the capital-intensive, wholesale industry. While automotive... Read More
In the age of electric, hybrid, connected, and autonomous vehicles, could you imagine driving a steam powered car? Probably not. The automotive industry has certainly come a long way from the mass-production of the Ford Model T, but technology... Read More