Highly efficient call centers are in a state of continuous improvement. From training to processes to coaching, it’s critical to constantly up your game.
One of the best ways you can improve the customer experience is by consistently demonstrating respect for the customer and their time.
Faster Response Times
75% of customers say it takes too long to reach a live agent. The faster you can get customers to the right person who can handle their inquiry, the better off you are. If it takes customers more than 60 seconds to reach a real person, they’re frustrated. Many just hang up. For email, chat, and social, the expectation is nearly instant.
You can speed up response times with automated call routing, interactive voice response (IVR), live chat, and well-trained agents in call resolution. You can demonstrate your respect to customers by offering to call back in case of disconnection or offer automatic call-back services.
After Hours Support And ChatBots
When your customer has a question or a problem, they want answers now regardless of when it happens. Self-serve options help with this. Expanded call center hours help (but come at a cost).
Many companies are now using ChatBots. They work 24/7 and never complain about long hours. Sophisticated AI and machine learning can handle many common issues or direct customers to the right agent that can handle their issue.
Self-service options on your website are important as well. Customers will often go online to look for answers first. If they can find them quickly, they’re happy. It takes the load off of your call center agents by reducing the number of calls about common questions which frees up their time to work with more customers. Keep in mind though that when customers are dissatisfied with a product or service, 81 percent say they prefer live assistance.
Today’s consumers connect on a variety of channels: phone, email, text, chat, social. You need to be able to manage each of these channels efficiently. In addition, customers will often change communication channels. For example, they may start a trouble ticket online at home but respond by text on their phone when on the go. You need to be able to assist customers across channels with a seamless experience.
Knowing Your Customers
This is maybe the most important thing you can do. When customers call, your agents need a way to know who they are, have access to their past purchases and interactions, and be able to pick up right where the last person left off. If customers call back, they shouldn’t have to start at the beginning. If calls need to be escalated, the next agent should have all the information in front of them.
You can immediately improve the customer experience by implementing a robust inbound call center software with a CRM.
Improving The Customer Experience
After just one bad customer experience, 59 percent of customers stop doing business with that company. Conversely, more than half (52 percent) continue to use more products or services after a positive customer experience.
The importance of providing a great customer experience cannot be over-emphasized. It starts with demonstrating respect for the customer – and their time – in everything you do.