Nowadays, it is very crucial to create a positive brand’s image to ensure a long-term success. Nothing is better than when customers start promoting the business. For the same reason, outsourced call centers always try to leave no stone unturned when it comes to increasing the net promoter score.
For those who don’t know, NPS (Net Promoter Score) is a scale to measure the willingness of customers to refer the brand to others.
Take a look at the following points to know how NPS can be increased.
Reduce response time
To increase the net promoter score, reducing the response time is the best way for the BPO firms. This is so because customers always expect a prompt response so that they don’t have to deal with the issues for a long period of time.
But sometimes customers don’t get outsourced call center solutions swiftly owing to long queues, unavailability of the agents, etc. This aspect always ruins the customer experience, which, in turn, leads to low NPS. Methods like offering call-back facility, promoting self-service, etc. can help in reducing the response time.
All in all, if you don’t want to move customers into detractor column, it is imperative to decrease the response time.
Ask your promoters
If you want to deliver the superlative outsourced call center solutions or ensure high NPS, it is significant for you to ask your current promoters about the positives and negatives of your services. This aspect not only helps in increasing the quality of customer service but also plays a vital role in getting more promoters.
Sending surveys, asking customers to leave recommendations and reviews on social media channels, etc. can really help you in making customer service better. For better results, you can also offer incentives.
It would be highly beneficial if you contact customers to inform that all the required changes have been made. This gesture will surely leave an everlasting impression on the customers, and that will lead to a long-term association.
Don’t forget the social media
Well, if you are putting efforts to render unmatched outsourced call center solutions, customers will surely appreciate you for your hard work. To make happy customers your brand advocates, it is significant for you to contact customers on the social media platforms.
As per the reports, customers mostly share negative reviews as compared to the positive ones. This fact always puts the break on the business’s productivity.
Therefore, you need to organise interesting contests, conduct polls, etc. to get more online positive reviews.
Don’t ignore detractors
Well, getting feedbacks from the promoters is a good idea but the best one is collecting detractor’s feedbacks. There is a high possibility that promoters or happy customers may not provide you the insightful information that is required to improve the customer service as they are already satisfied with the current products or services.
On the contrary, detractors or unhappy customers could be the amazing source of information as they know what changes should be made to bolster the quality of customer service. After collecting the feedbacks, it is imperative for you to take an immediate action as this is the only way to convert detractors into promoters.