How can the user experience with call centers be improved?

Call centre is a shallow field and has vast varities according to me quality of service should be the main concern to improve the services me currently working in ooredoo telecom as an telemarketing agent and troubleshooting customers problem well what I see is each and every customer is diffrent from one another and every one should be dealed accordingly segmentation is another factor

Most of the companies use a review form for online chat, where a customer could review the performance of your executive.

 

Improve agent performance and ensure current tools support them. ... We spend time incall centers to discover how tools support (or do not support) ... We carefully consider error reduction in all of our user interface and application designs.

First of all this a talent, dealing with people, understand and identify their needs from first contact or first looking otherwise to be a little bit aware of people's psychological it will help you more than your expectation, to be expert in your career you should use all of your listening skills as much as you can and full patient with an irate customer it's not personally at all to become angry with people who talk to you firmly you should also being impeccable with your words almost all the time. try to separate your personal life issues away from your work life, this will be improve your skills and empower your achievement much more.

• the user can improve his experience by reading his company toolbox,  be aware of his company services and internal presses to be sure about his info because that will be reflect on the customer positively and will make credibility between customer and company.
• he should to learn how to deal with angry customers.
• He should to know what he can say to customers or not (customer service techniques ).
• He should to be aware of Email Etiquette.

The frist thing accesbility for call center should be sample with clear IVR recording , also IVR must divided to diffrent catagoery , also survey will provide feedback about area must be improvement .

As Mr Vijay said, user feedback is necessary to know what specific areas you need to improve on. Once the weak areas have been identified, you must now develop a SMART (Specific, Measurable, Attainable, Realistic, Time-bound) plan to improve that area. Most often, agents undergo coaching and additional training.

The call center employees go through rigorous training on soft skills and communication skills. There should be a strong evaluation method to ensure that the user / customer has a good experience. One of the methods of evaluation is call quality monitoring on a regular basis where random calls are monitored by a quality analyst/ subject matter expert and the feedback is given to the employee on how to improve the customer experience. Mock calls,transcripts,role plays ,call listening sessions where the best calls are played and listened to and the positive points are shared on how to improve the performance and the quality of call .