Measuring call disposition (why customers are calling and how calls are resolved) can also be a helpful tool in making sure that you’re training agents on the most frequent or most difficult call types.
Getting a true picture of quality; however, must also address more qualitative measures including factors like active listening and empathy. Yes you want to solve customer problems quickly, but part of doing that is making sure you understand what their problem really is. Experts agree that customers who feel heard are likely to deliver higher lifetime value. In fact, 94% of executives say “listening to customer feedback is increasingly critical to the bottom line,” according to recent survey.
Collecting these insights is only the beginning. You also need to cross-reference them and communicate them across teams regularly (not just at the end of every quarter) to help you understand where your CX resources are going and where they might be put to better use.
Set (and stick to) your challenger strategy
The sort of communication we mentioned above isn’t something you’ll usually find from traditional, transactional BPOs. Because if your customer service agents are simply chasing numbers for short-term wins, they’re not thinking about how they can add strategic value for long-term growth.
You want a BPO that shares your challenger mindset. You’ll be able to tell by how well the outsourcer integrates its agents into your brand and your strategy—through regular training and informed adjustments, for example.
With customer service agents who are truly invested in what you do and where you’re going, every customer interaction counts—not toward some arbitrary number, but toward measurable value.
Focus on the relationships
If you’re already measuring quality and sticking to your strategy, your brand is well on its way to long-term success enabled by great CX. But your shift away from transactional CX doesn’t have to end there.
What these tips have in common is that they’re part of a broader strategy based on developing and strengthening long-term relationships—not just between you and your customers, but between your brand, your customer, and your CX provider.
The right BPO for a challenger brand like yours will apply this personalized approach at all levels of your operations—helping you to solve problems through continual ideation, fine-tuning agents to your changing needs, and always dedicated to delivering authentic experiences to customers. Not just ticking another customer query off their list.