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CSAT, or Customer Satisfaction Score, is a commonly used metric used by organisations to track customer satisfaction in regard to certain products or services, or in regard to the end-to-end customer journey. The CSAT score is calculated using the information obtained through CSAT surveys where customers are asked to rate their satisfaction levels in regard to overall journey, an experience, a product, or a service.
Customer satisfaction should be the central goal of all contact centers, as a high CSAT score can manifest into a boost in revenue, increased customer loyalty, and can fast-track your success.
Additionally, CSAT scores make it easier for your contact center to identify and collect relevant feedback from your customers. This feedback is easily provided by customers as it just takes seconds of their time, and can play a significant role in outlining the different ways in which you can meet customer expectations.
Use the following strategies to improve the CSAT score of your contact center:
First contact resolution, or FCR, is a metric that measures the percentage of contacts that were resolved in the first interaction with the customers. As customers like when their query or grievance is addressed quickly, increasing your FCR can significantly boost your CSAT score.
Average handle time, or AHT, measures the average duration of all contacts with customers. By ensuring that customers are not put on hold for long and their queries are solved faster, you can achieve a lower AHT, which will positively affect your CSAT score.
Providing customers with self-service tools will allow them to solve their problems on their own. This could enhance CX and customer engagement. An example of a self-service tool is an IVR system, such as Voxco IVR, which provides callers with self-service functions that not only improve CX but help you cut operational costs significantly.
By providing service in your customers’ preferred channels, you can significantly improve customer experience (CX). Voxco’s Omnichannel Survey Solution allows you to connect with customers through a range of different channels including phone, website, face-to-face, social media, and more. This can help boost your CSAT scores as customers will appreciate it if you are flexible enough to meet them where they are.
ASAT, or Agent Satisfaction Score, can directly relate to your customer satisfaction score and hence must be closely monitored as well. As your contact center agents represent the face or voice of your company, it is important to keep them in high spirits. Satisfied agents that are sufficiently trained, and given timely feedback, will provide better service.
CSAT is a useful indicator of whether contact centers are satisfying customers or not. A high CSAT score can help boost revenue and increase customer loyalty.
What is considered a good CSAT score will depend on the industry in which you operate. However, CSAT scores between 75% to 85% are generally considered to be good across most industries.
These are a few commonly used metrics within contact centers:
Choose Voxco to conduct CSAT surveys for your contact center and enjoy the following benefits:
Our Omnichannel survey software allows you to connect with respondents on their preferred channels. This maximises your survey response rate, giving you a more accurate reflection of your CSAT score.
Voxco’s powerful and dynamic dashboard depicts visual stories to reflect patterns and correlations identified in your data. Additionally, our dashboards update live, as and when new responses come in.
Voxco offers a range of tools that boost productivity within your Contact Center, such as Voxco Dialer and Voxco IVR. Voxco IVR provides customers with self-service options, allowing them to solve their problems by themselves. This can improve customer satisfaction and reduce operational costs.