Three Tips for Spring Data Cleansing…
The long hard winter is finally over! It’s starting to feel like spring – the sun is shining, the temperatures are warming, and companies everywhere are cleansing their customer data!
While some companies dread the intensive process of ensuring that all information within a database is current and accurate, others view this activity for what it is: proactive behavior that will lead to a more positive customer experience. By removing inconsistencies from database records (as well as clearing inactive users), contact center agents will be much more likely to have the information needed to most completely and efficiently service customers – leading to a happier, more loyal customer base.
Below are three tips to get started on your spring data cleansing.
1. Clear out duplicates
Duplicate records decrease efficiency and increase customer annoyance exponentially. Save your agents time that would be otherwise spent on compiling information between several database records by sorting your records by name and combining any duplicated user information. You can greatly enhance customer experience and cut costs by preventing customers from having to repeat information each time they interact with customer support.
2. Keep it relevant
Is your database full of extraneous information? Though having enough information is necessary, gathering too much can overload your agents and database – not to mention discourage your customers from filling out forms or contacting your support representatives!
Take a long, hard look at the information you gather about your customers. Is it all necessary? What purpose does each piece of data serve? If you can’t answer these questions, it’s time to eliminate the data.
3. Research, research, research
There’s no way to get around this aspect of data cleansing. Someone (or many someones) must dedicate time to researching each record to ensure accuracy and completion. This can be accomplished through many techniques, including but not limited to:
- calling customers (by internal staff or outsourced call center)
- data verification emails
- verifying information when customers interact with the contact center
- verification direct mailings
- hiring an outside company to verify information
Regardless of which single technique or combination that your company will employ, be sure to evaluate the labor spent after each cleansing to ensure that it was the most efficient and effective solution for your company.
From time to time, every company will need to repeating the data cleansing process. However, not all subsequent rounds of cleansing will not be as intensive as the first. As you repeat the process, you’ll begin to find the most efficient methods for your company.
Worldwide Call Centers can help address your database issues and outsource the data cleansing to top agencies around the world! If you are ready to explore the power of outsourcing, please contact us or call 719.368.8393.