Caller Experience Audit Services
For many companies, the caller experience (CX) they provide is like their building’s foundation: out of sight and out of mind.
But just as a weak foundation can lead to a devastating collapse, a weak caller experience brings its own trouble: lost customers, unrealized revenue and brand damage.
There are three elements that determine the quality of your caller experience:
- Your automated attendant / IVR and caller journey
- Your In-Queue and On Hold Marketing
- How your staff interacts with callers
Too often, a company’s branding and marketing team isn’t involved with the development of those elements. Or the brand evolves and customer expectations change, but no one from the company notices that the CX is outdated. That’s why regular audits are so valuable.
How Caller Experience Audit Services Improve Customer Satisfaction
It begins with your awareness. Once you know your company has a weakness, you can address the problem. Our caller experience audits create that awareness. Then, we can work with you to provide solutions.
Every customer touchpoint – from your website, social media channels and collateral to your physical locations, employees and caller experience – represents an opportunity to earn or solidify customer relationships. When your team consistently exceeds peoples’ expectations, you’re more likely to build loyalty, trust and good feelings.
Companies that view CX as a value center – as opposed to a cost center – see 3.5x revenue growth
Source: Accenture
Benefits of Caller Experience Audits
When you provide an exceptional experience for callers, you show them that you care about the details. You also send a strong message about the high level of service they can expect from your company in the future.
Great caller experiences encourage positive word-of-mouth advertising and reduce call abandonment.
And don’t forget that people buy from people they like. So, the more they like you and the experience you deliver, the more likely they are to buy.
First Call Resolution
Fulfilling your callers’ needs quickly and – ideally – on the first call is one of the keys to a great caller experience. CX audits give you insight into the reasons people call your company. That allows you to prepare your CSRs to answer frequently asked questions and address common problems with ease.
Service Level
CX audits let you analyze the caller journey and show where you need to improve operationally to elevate your level of customer service. We’ll help you look at those areas from your customers’ perspective, as opposed to viewing them through your company’s operational lens.
Managing Expectations
It’s easy to be so closely tied to your operation that you can’t see what customers see. For instance, a CX audit can reveal how you might be promising too much to customers and then disappointing them when you can’t or don’t deliver. We can create a plan to transition your focus into under-promising and over-delivering.
Assurance of Help
How well does your team care for callers? Do your CSRs share each caller’s level of concern and sense of urgency? Are your reps showing empathy and an authentic desire to resolve caller problems? A CX audit can answer those questions.
Are Call Handling Times More Important Than Experience?
Sure, quick responses to incoming phone calls are essential to a great caller experience, but they’re just one aspect of it. Do you serve each client’s needs, whether that’s answering her questions or solving a service issue? Do you proactively present the caller with valuable opportunities, such as phone-only savings or focused information on other services that may be helpful? And do you do all that in a friendly way that leaves callers feeling cared for? A CX audit will reveal the answers.
Our Caller Experience Audit Services
People understand that even one frustrating encounter with your company can be a sign of trouble down the road. A weak caller experience suggests that something is wrong with your company, whether it’s the management team, your hiring or training practices, your commitment to good service or your attention to detail. That’s why it’s so important to stay on top of the caller experience your team provides.
Automated Content Review
Your Interactive Voice Response (IVR) messages should be clear and concise to help callers navigate your phone system as quickly and easily as possible.
And regardless of your On Hold Marketing (OHM) copy style, the content should be caller focused to 1) shorten perceived hold times, 2) deliver some type of value and 3) make buying decisions easier.
We’ll review your content, as well as every other aspect of the caller journey, checking for best practices and brand adherence and then making recommendations for optimal performance.
CSR Performance Assessment
Your customer service reps play a significant role in how callers perceive your company and whether or not they call back. We’ll record your CSRs’ interactions with callers. Using predefined custom success metrics, we’ll analyze and rate their performance. Then, we’ll suggest any possible improvements.
KPI Development
By analyzing your CX audit results, we can develop objective, measurable metrics that we’ll use to define a better caller experience. You can track those Key Performance Indicators or we can monitor them as part of a CX Monitoring program.
Competitor CX Analysis
As part of your program, we’ll mystery shop your main competitors to identify their strengths and weaknesses. Knowing those strengths can help us develop specific goals that, when reached, will grow your company’s success.
Why Your Business Should Use Caller Experience Audit Services?
You could just assume your team members provide a memorable caller experience or you could know if they do. If they don’t deliver a great CX, you can take steps to improve it with new processes or additional training.
Caller Experience Audits from BusinessVoice lead to quality assurance, improved customer satisfaction and, ultimately, your competitive advantage.
And from the information we collect during your audit, you’ll gain valuable insights about your customers, as well as performance metrics about your staff.
Why Choose BusinessVoice for Your Caller Experience Audit Services
Our team has been dedicated to the caller experience since 1989. We’re one of the very few pioneers of this industry. Through On Hold Marketing, Call Center Recordings, Caller Experience Training and our award-winning Humor On Hold, we make it easier for your company to serve your current and potential customers who contact you by phone.
Our Caller Experience Audits show you that either you’re maximizing the potential of a very important touchpoint or that you have some improvements to make.
Award-Winning Caller Experience Marketing Agency
Since 1989, BusinessVoice has been a creative leader in the world of Caller Experience Marketing. Judges at local, national and international competitions have honored our Humor On Hold with more awards than any other On Hold Marketing provider. For decades, the unique service has turned the negative of holding into a fun, memorable encounter.
Complete Call Auditing Transparency
As a BusinessVoice client, you’ll have full access to the details of our methodology, any recordings and all the other components that contribute to your final CX audit report. That means you and your team can take a deep dive into any issues or findings you’d like to explore.
Caller Experience Monitoring
Using CX Audits to identify opportunities for improvement is important, but it’s regular CX Monitoring that leads to verifiable progress.
By recording and analyzing calls, we can point to areas of growth, as well as elements that still need work.
Your CX Monitoring will include the following:
- Monthly measurement of established qualitative KPIs
- Reports on individual CSRs and the team as a whole
- Coaching to help your trainers improve individual and team performance
Ongoing Caller Experience Monitoring from BusinessVoice will help your team stay focused on making outstanding customer connections. That’s one of the ways you can protect your company from aggressive and low-price competitors.
Caller Experience Audit FAQs
It’s an unbiased, third-party review of the encounters your customers might have with your company via the telephone. For most businesses, it can be difficult and time-consuming to monitor CSR performance and the other components of the caller experience. Regular audits can strengthen your brand and keep customer satisfaction and retention rates high.
To allow for the custom design of your program, recording a large sample of phone calls and evaluating all the other components of your caller experience, an audit will take between 90 and 120 days.
We use a mix of manual and technology-based call recording. Depending on your needs, we can score every call or a percentage of calls.
Every call we record is kept on a secure server. No client or caller data is ever sold or used for any purpose other than your CX audit.
You may only need one CX audit if you execute the recommendations and then actively monitor all variable components, such as the performance of your CSRs.
Absolutely! In fact, all of the caller experience marketing services we provide are designed to meet your specific needs. But we can conduct CX audits on a scheduled basis or whenever needed.
Yes. After we analyze the data from your caller experience audit, we’ll meet internally to compile our recommendations for improvement. Then, we’ll provide you with a complete report.
We’ll look at everything that callers might encounter while on the phone with your company. That includes response and hold times, the tone and effectiveness of your recorded messaging, your CSRs’ interactions with callers and much more. Want us to pay special attention to certain components of your caller experience? Just let us know.
We’ll provide you with easy online access to all of your recorded calls, as well as our analysis and recommendations.
No. Neither your callers nor your employees will be interrupted by our call recording.
Oui, nous pouvons. (Yes, we can.)
Yes. We’ll create a custom program for you that’s designed to meet your goals, budget and timetable.