Increase CSAT Scores & Improve ROI
August 21, 2018
By: Scott Newman
It stands to reason that the more satisfied the customer, the higher the CSAT score and the more profitable the business. That’s the premise behind my latest article at Nearshore Americas.
Getting customers to spend more is not the only reason to increase CSAT, however: customer loyalty is another.
“CSAT Scores are a primary indicator of consumer repurchase intentions and are a factor in reducing customer churn, increasing customer lifetime value, and decreasing negative word of mouth,” I said in the article.
In fact, just a five percent lift in customer retention can boost a company’s profitability by as much as 75 percent, according to Bain & Company.
That means that every call center management team should find ways to enhance CSAT scores, but how to go about it is the million-dollar question. To answer that question, I offer the following guidelines:
- Conduct a thorough review and evaluation of current CSAT scores, agent training, the customer journey, call flow, and other aspects of the call center’s operations.
- Implement this formula: competency + courtesy + speed = better customer satisfaction.
Competency relates to how well agents help customers achieve the outcome they expected from the call. Courtesy — communicating with customers in a way that expresses empathy and understanding — is the icing on the customer service cake. Speed equates to how quickly a customer’s problem gets solved, an industry metric known as first-call resolution.
The activities described here cost the call center money, which means that the cheapest option is always the best.
Call centers that place the proper emphasis on improving CSAT can transform from a cost center merely responsible for cost control to a value center that drives revenue. We believe that clients who do business with such a company will achieve greater customer loyalty, higher CSAT scores, and better ROI.
That’s our goal at Transparent BPO, but it’s not the only one.
We are a company not only concerned about the customer’s satisfaction, but the client’s as well, which is why we thrive on partnering with businesses to build a proactive, results-driven, client-focused culture that encourages customer enthusiasm and creates value. It’s a philosophy we call The Transparent Difference.
If you would like to learn more about the difference that transparency, experience, and customized solutions can make for your business, schedule a free consultation. A member of our staff will be happy to fill you in on all we can offer.