{"id":31972,"date":"2023-12-07T11:15:57","date_gmt":"2023-12-07T10:15:57","guid":{"rendered":"https:\/\/enreach.es\/blog\/5-tips-for-customer-retention-in-a-contact-center\/"},"modified":"2023-12-13T12:04:30","modified_gmt":"2023-12-13T11:04:30","slug":"5-tips-for-customer-retention-in-a-contact-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/5-tips-for-customer-retention-in-a-contact-center\/","title":{"rendered":"5 ways contact centres can reduce customer churn"},"content":{"rendered":"\n<h5 class=\"wp-block-heading\"><strong>Level:<\/strong>&nbsp;Beginner<\/h5>\n\n\n\n<p>Did you know that&nbsp;<strong>69% of customers claim to have no brand loyalty<\/strong>? Marigold&#8217;s latest study,&nbsp;<a href=\"https:\/\/meetmarigold.com\/consumer-trends-index\/\">The Consumer Trends Index 2023<\/a>, which also found that 59% of consumers would be willing to pay more for products from their favourite brand, is not wrong:&nbsp;<strong>the market is completely divided<\/strong>.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"has-text-align-center has-text-color has-link-color has-large-font-size wp-elements-88ee5e61444f1f70f8fe0941eb74891c\" style=\"color:#7a17f8;font-style:italic;font-weight:200\">\u201c69% of customers claim to have no brand loyalty\u201d<\/p>\n<\/blockquote>\n\n\n\n<p>Some brands, such as Apple, Lacoste or Amazon, have loyal followings, while others&nbsp;<strong>struggle daily to retain their customers<\/strong>. How is this possible? Because these and many other brands&nbsp;<strong>work every day to keep their customers happy<\/strong>.<\/p>\n\n\n\n<p><strong>A key element of customer satisfaction lies in the&nbsp;<a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/\">contact centre<\/a><\/strong>. There is nothing better than contacting customer service with a problem and ending the conversation with a solution.<\/p>\n\n\n\n<p>That&#8217;s why today we&#8217;re giving you&nbsp;<strong>five tips to stop losing customers&nbsp;<\/strong>and start keeping them through your customer service channels.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>WHAT DO YOU NEED TO RETAIN CUSTOMERS?<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading has-text-color has-link-color wp-elements-0e1f9e467d031e093a735158bb3e31ca\" style=\"color:#ac96ff\"><strong>1. PROVIDE WORLD CLASS SERVICE<\/strong><\/h3>\n\n\n\n<p>Customers are becoming more and more demanding, especially when it comes to&nbsp;<strong>fast, 24\/7 service<\/strong>. Because we buy or consume products or services at any time of the day,&nbsp;<strong>consumer habits have changed<\/strong>.<\/p>\n\n\n\n<p>But don&#8217;t worry!&nbsp;<strong>Technology is on your side<\/strong>&nbsp;to meet even the highest standards. With&nbsp;<strong>advanced customer service software<\/strong>, you can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Provide pre-written and scheduled responses<\/strong>&nbsp;so that the customer always receives an immediate response to their query. You&#8217;ll also save agents from writing the same answers over and over again.<\/li>\n\n\n\n<li><strong>Enable instant messaging channels<\/strong>&nbsp;to serve more customers. Because communication via WhatsApp or WebChat is typically asynchronous, agents can resolve more issues in less time.<\/li>\n\n\n\n<li><strong><a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/artificial-intelligence\/\">Take advantage of AI<\/a><\/strong>. This technology can better route communications, gather relevant customer information, and even resolve the most common queries without agent intervention.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading has-text-color has-link-color wp-elements-623ced7ff07ff4a93e9ca25587c2b343\" style=\"color:#ac96ff\"><strong>2. CONDUCT SURVEYS<\/strong><\/h3>\n\n\n\n<p>Understanding first-hand what your customers think&nbsp;<strong>will help you identify the reasons that may have contributed to customer churn<\/strong>, and whether it is related to product\/service functionality or poor customer service.<\/p>\n\n\n\n<p>There are two main types of survey to measure customer satisfaction:&nbsp;<strong>CSAT surveys and NPS (Net Promoter Score) surveys<\/strong>. Although they both measure the same thing, they focus on different aspects and use very different approaches.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>CSAT SURVEYS<\/strong><\/h4>\n\n\n\n<p><strong>Focus:<\/strong>&nbsp;CSAT surveys focus on measuring overall customer satisfaction with a specific interaction, product or service.<\/p>\n\n\n\n<p><strong>Typical question:<\/strong>&nbsp;The typical question in CSAT surveys might be &#8220;On a scale of 1 to 5, how satisfied are you with [product\/service\/interaction]?&#8221; And then customers respond with a number representing their level of satisfaction.<\/p>\n\n\n\n<p><strong>Score:<\/strong>&nbsp;Based on the responses, an average score is calculated that provides a general indication of customer satisfaction.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>NPS SURVEYS<\/strong><\/h4>\n\n\n\n<p><strong>Focus:<\/strong>&nbsp;NPS surveys focus on measuring customers&#8217; willingness to recommend a product or service to others.<\/p>\n\n\n\n<p><strong>Typical question:<\/strong>&nbsp;The central question in NPS surveys is &#8220;On a scale of 0 to 10, how likely are you to recommend [product\/service\/company] to a friend?&#8221;. Based on their answers, customers are divided into three categories: Promoters (9-10), Passives (7-8) and Detractors (0-6).<\/p>\n\n\n\n<p><strong>Score:<\/strong>&nbsp;The score is calculated by subtracting the percentage of detractors from the percentage of promoters, resulting in a number between -100 and 100. A positive NPS is considered good, while a negative NPS indicates areas for improvement.<\/p>\n\n\n\n<p>By conducting these surveys, you can find out if there is a product or service that&nbsp;<strong>is not meeting your customers&#8217; expectations<\/strong>, and&nbsp;<strong>how satisfied they are with your brand<\/strong>.<\/p>\n\n\n\n<p><strong>With this information, you can make decisions<\/strong>&nbsp;to implement loyalty marketing strategies, improve some functionality of your product\/service, etc.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-text-color has-link-color wp-elements-27fb67b2eb23fbb9870de3b7ed93b41e\" style=\"color:#ac96ff\"><strong>3. INVEST IN AGENT TRAINING<\/strong><\/h3>\n\n\n\n<p>To take care of your customers, you need to make sure&nbsp;<strong>your agents have all the tools they need<\/strong>. From the outset, you can develop a mentoring programme in which an experienced agent teaches new agents their technical and soft skills.<\/p>\n\n\n\n<p>And for those who are already part of the team<strong>, you can listen to conversations<\/strong>&nbsp;where a customer has churned and determine if there is a flaw in the discourse or, for example, if only one agent is responsible for managing them and needs backup.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-text-color has-link-color wp-elements-1265ddfb2fbbe11b8b5aa6b103679118\" style=\"color:#ac96ff\"><strong>4. PERSONALISE THE CUSTOMER EXPERIENCE<\/strong><\/h3>\n\n\n\n<p>Another key element in retaining your customers is&nbsp;<strong>to offer personalised attention<\/strong>. This means that when they contact the call centre,&nbsp;<strong>they should not have to repeat the reason for their call<\/strong>, how long they have been a customer or what products they have bought.<\/p>\n\n\n\n<p>This is achieved by&nbsp;<strong>providing agents with a customer file history<\/strong>. As advanced contact centre software can connect to almost any CRM on the market, all this information is recorded and fully accessible to agents.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-text-color has-link-color wp-elements-df2d0c433f68b384a3687524938764b2\" style=\"color:#ac96ff\"><strong>5. OFFER PROACTIVE HELP<\/strong><\/h3>\n\n\n\n<p>Instead of waiting, it&#8217;s time to get ahead of the curve and&nbsp;<strong>anticipate your customers&#8217; needs<\/strong>. Providing a close and immediate contact channel, such as SMS, will help you get off on the right foot.<\/p>\n\n\n\n<p>You can use this channel to remind them of their&nbsp;<strong>next appointment<\/strong>, update them on the&nbsp;<strong>status of their order<\/strong>&nbsp;or alert them to a&nbsp;<strong>planned service interruption<\/strong>.&nbsp;<\/p>\n\n\n\n<p>The good thing is that&nbsp;<strong>you&#8217;re ensuring that they always read it<\/strong>, and even if it&#8217;s bad news, they&#8217;d rather know in advance than have to call customer service themselves.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-text-color has-link-color wp-elements-44008fa886d1b8ed874b7c951f7bb954\" style=\"color:#ac96ff\"><strong>BACK TO START!<\/strong><\/h3>\n\n\n\n<p>The best way to retain your customers is to&nbsp;<strong>adopt a philosophy of continuous improvement<\/strong>&nbsp;and repeat these five steps over and over again. When faced with the need to improve a product or service,&nbsp;<strong>listen carefully to what your customers have to say<\/strong>. Make sure you&nbsp;<strong>train your agents in both soft and hard skills<\/strong>, constantly look for new ways to&nbsp;<strong>personalise your customer service<\/strong>&nbsp;and, above all,&nbsp;<strong>communicate with your customers<\/strong>&nbsp;before they take the initiative.<\/p>\n\n\n\n<p>If your contact centre software does not allow you to follow these steps,&nbsp;<strong>our team of experts is always available<\/strong>to provide personalised demos. Schedule yours by calling&nbsp;<strong>+ 34<\/strong>&nbsp;<strong>900 670 750<\/strong>&nbsp;or writing in the chat below. We are here to help you reduce your customer churn.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Did you know that\u00a069% of customers claim to have no brand loyalty? Marigold&#8217;s latest study,\u00a0The Consumer Trends Index 2023, which also found that 59% of consumers would be willing to pay more for products from their favourite brand, is not wrong:\u00a0the market is completely divided.<\/p>\n","protected":false},"author":1,"featured_media":46601,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[4050,3113,5161,3081,5144,5162,5163],"class_list":["post-31972","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center","tag-brand-loyalty","tag-call-center-en","tag-call-center-en-2","tag-call-center","tag-contact-center-en-2","tag-customer-experiencie-en","tag-cx-en-2"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>5 ways contact centres can reduce customer churn - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/en\/blog\/5-tips-for-customer-retention-in-a-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 ways contact centres can reduce customer churn - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Did you know that\u00a069% of customers claim to have no brand loyalty? Marigold&#039;s latest study,\u00a0The Consumer Trends Index 2023, which also found that 59% of consumers would be willing to pay more for products from their favourite brand, is not wrong:\u00a0the market is completely divided.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/enreach.es\/en\/blog\/5-tips-for-customer-retention-in-a-contact-center\/\" \/>\n<meta property=\"og:site_name\" content=\"Enreach ES\" \/>\n<meta property=\"article:published_time\" content=\"2023-12-07T10:15:57+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-12-13T11:04:30+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/enreach.es\/wp-content\/uploads\/2023\/12\/empresario-masculino-feliz-que-tiene-videollamada-computadora-portatil-mientras-trabaja-call-center.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Enreach\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Enreach\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/5-tips-for-customer-retention-in-a-contact-center\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/5-tips-for-customer-retention-in-a-contact-center\/\"},\"author\":{\"name\":\"Enreach\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"headline\":\"5 ways contact centres can reduce customer churn\",\"datePublished\":\"2023-12-07T10:15:57+00:00\",\"dateModified\":\"2023-12-13T11:04:30+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/5-tips-for-customer-retention-in-a-contact-center\/\"},\"wordCount\":1035,\"image\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/5-tips-for-customer-retention-in-a-contact-center\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2023\/12\/empresario-masculino-feliz-que-tiene-videollamada-computadora-portatil-mientras-trabaja-call-center.png\",\"keywords\":[\"brand loyalty\",\"call center\",\"call center\",\"call center\",\"contact center\",\"customer experiencie\",\"CX\"],\"articleSection\":[\"Customer service\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/5-tips-for-customer-retention-in-a-contact-center\/\",\"url\":\"https:\/\/enreach.es\/en\/blog\/5-tips-for-customer-retention-in-a-contact-center\/\",\"name\":\"5 ways contact centres can reduce customer churn - 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