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5 Tips to improve your contact centre’s NPS®

Written by Maïwenn Marchand
January 17, 2023
NPS for your contact centre

As a contact centre, you want to improve your return on investment and increase your revenue. To do this, you must first deliver positive and unparalleled experiences to your customers. Do your customers recommend your contact centre to their friends and family, do they praise your company or the other way around? To getting to know better your contact centre’s customers, we propose five tips to improve your Net Promoter Score®.

Why you should improve your contact centre’s NPS®

NPS® offers an effective, data-driven approach to determining whether your contact centre is achieving its goals. In case you are not familiar with the NPS®, it is a single question survey tool. The NPS® uses a 0-10 scale that asks your contact centre’s customers if they would recommend your services to their peers.

Then, Net Promoter Score® applies a single calculation of the highest scores (9 or 10 for “promoters”) and the lowest (0-6 for “detractors”) to get an average. The aim is to know the growth and loyalty of customers. Many companies are using NPS® today. It has become an undeniable element in the era of customer relations and satisfaction.

Try it. Search for “NPS®” in your search bar and you will find many articles praising this score. So how will NPS® improve your contact centre and how can you apply it to do so?

Improve your contact centre by asking for qualitative feedback in addition to NPS®

Asking to rate your contact centre on a numerical scale with NPS® is fine. However, also ask your customers what your agents can do to improve their experience. What are you doing right, what are you doing wrong and what could be improved? Based on their answers to these questions, you can identify your gaps and improve your services.

When you ask more open questions to your customers, they can choose to respond or not. But even if you don’t have all the responses you want, you can already gather a lot of qualitative info to improve your contact centre’s NPS®. Boost your contact centre services and support your agents with qualitative information!

Improve your inefficient and redundant processes to boost your NPS®

Have you ever had to move from one agent to another and explain your problem over and over again? It makes you lose patience, doesn’t it? It’s exactly the same with your customers. They don’t like contact centres where they have to talk to several people in different departments to get answers. This adds frustration, decreases customer satisfaction and increases the likelihood of negative experiences. Which leads to a low NPS® score for your contact centre.

What you can do to avoid inefficient and redundant processes is improving the distribution between departments of your contact centre. From the first contact with the customer with an effective IVR. Eliminate silos and integrate intelligent omnichannel routing into your customer service strategy. Automate your processes with AI, voice agents or chatbots. You will drastically improve your customer experiences, your CSAT and your NPS®.

Reduce average handle time (AHT) and improve first call resolution (FCR)

Like you, your customers want fast service and fast responses. We are all busy and impatient. That’s why it’s important to keep your contact centre’s average handling time to a minimum.

Give your agents the right tools to simplify your contact centre agent workflows and reduce agent errors. By decreasing the average response time and improving the problem resolution rate, your contact centre’s AHT and FCR will improve. Your customers will be satisfied and the NPS® of your contact centre will increase.

Implement a balanced measurement strategy

Implement a measurement strategy that includes other measures such as Voice of the Customer (VoC) and Customer Satisfaction. To optimise your contact centre, use NPS® with other comprehensive contact centre reporting tools. Measure agent performance directly after a call to improve agent performance. Send quick questionnaires via SMS with a 0-10 scale to evaluate your agents. In short, diversify your evaluation channels and methods.

Create an “NPS® culture” in your contact centre.

Identify agents with consistently high NPS® and make them ambassadors. By looking at customer feedback, you can identify which agents are performing better or worse.

You can provide the necessary training to address the performance gaps of poorly performing agents and rewards for high performers for example. Encourage immediate follow-ups in your contact centre to improve poor NPS® experiences.

It costs a bit of work…

Beware, improving your contact centre Net Promoter Score® is not a one-day process. It takes time and investment. To maintain the health of your contact centre, measure and analyse your NPS® regularly. Improve your processes and adjust your services based on these analyses. After a while, you will see a greater impact on your customers’ experiences and on your NPS® in general.

Do you also want to try NPS® for your contact centre? Ask our experts for a free demo!

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