Why It Is Important To Listen To The Voice of the Customer (VoC) In Call Centers

In today’s world, call centers must maintain their focus on Voice of the Customer (VoC) to be successful. It is important to ensure that agents are working efficiently and that technology is running smoothly. At the same time, you need a plan and a system to listen to what your customers think.

Therefore, tuning into the voice of the customer through satisfaction surveys and interaction analysis is what contact centers can do to offer an exemplary service.

Why It Is Important To Listen To The Voice of the Customer (VoC) In Call Centers

1) A VoC Program Solves General Problems

VoC programs ensure contact centers act and stay ahead of trends and issues that can turn into bigger challenges.

The Voice of the Customer helps to understand customer attitudes regarding service channels: phone support, virtual assistants, chatbots, IVR … Customer analysis detects problems before they turn into setbacks.

With call center analysis powered by Artificial Intelligence (AI), customer experience (CX) can be reviewed through specific KPIs to identify the cause of what could become a bigger problem.

With customer analytics software in a VoC program, it is possible to improve each customer’s experience through feedback. Equipped with data, this program will display important information and areas where action is needed. With this new perspective, the CX can be improved and blind spots removed.

2) VoC Programs Demystify Customer Sentiment

Research on consumer behavior shows that how customers feel has a 1.5 times greater impact on their buying, loyalty and promotion actions. By understanding how customers feel, call center agents will be able to better predict actions and implement strategies to improve CX.

Interaction analysis presents the opportunity to immerse in customer sentiment like never before. With AI technology, you will get a unique insight into customer sentiment that will help determine exactly what needs to be done in the call center. By listening to a call, you can identify the frustration in a customer’s voice and when the problem started. From there, steps can be taken to prevent frustration and boost positivity.

3) VoC Programs Offer Omnichannel Feedback

With customers interacting with organizations on more channels than ever before, engagement feedback can be harder to come by. The use of technology is key to collecting and making use of this valuable data.

The preference for digital channels is increasing at a dizzying rate. Research shows that 90% of Gen Z and 84% of Millennials indicate that omnichannel solutions are what they value the most.

With digital and mobile omnichannel experiences, customers have the ability to reach businesses in the way that is most convenient for them. VoC programs allow call centers to have data from all these channels with the help of interaction analysis and survey tools. Omnichannel analytics also empowers your agents, giving them access to direct feedback on areas for improvement.

With a VoC program and real-time AI analytics, supervisors will keep up with customer feedback.

4) VoC Programs Improve Decision-Making

What is the impact of the decisions on the final results of the call centers? Studies show that effectiveness is 95% correlated with financial success. Without direct feedback from customers, organizations don’t have enough data to make effective decisions.

How does Voice of the Customer help you get quality feedback? Contact centers have shown that the best way to encourage customer feedback is to show that you are listening. The call center software allows the personalization of VoC interactions, making it easier for companies to reach customers on an individual basis. As surveys and questionnaires get more responses, more data will be collected to make business decisions.

When you leverage Voice of the Customer, supervisors can make well-informed decisions that will steer the call center in the right direction.

5) VoC Programs Increase Revenue And Reduce Costs

VoC programs offer financial incentives. According to a Gartner study, collecting feedback can increase your cross-sell and upsell success rates by 15-20%.

In addition to generating revenue, VoC programs can also reduce costs. Feedback from these programs can reduce customer retention costs, as companies with active Voice of the Customer programs report spending 25% less to retain customers than those that do not.

One key area where VoC has a big impact is agent performance. With VoC tools like customer satisfaction surveys, contact center leadership will be able to empower agents to perform better in areas where service may be lacking and empower them to use tools that will help them self-correct behaviors that have been flagged in direct customer feedback. What will that change in the call center? Lower agent training expenses and proactive improvement. Additionally, VoC tools are flexible and customizable to suit business needs.