If you’re just checking in now, Parts 1 and 2 of this series explore specific areas where contact center managers can embrace openness and honesty with customers and employees. Companies looking to foster a culture of transparency and trust, however, cannot overlook the most important area of business they must be honest about: finances.
Imagine this: You sign on for a new data plan with your carrier and have walked through every cost associated with upgrading; you’re adding a new line, you’re increasing your amount of monthly data, etc. You understand the new changes and leave the store feeling good about your investment—until a bill arrives the next month for $50 more than you agreed to. The reason? Surcharges, which were conveniently left out of the conversation.
These kinds of fees plague customers across every vertical. Consider, for example, that some airlines charge customers a one-time reservation fee when booking flights online. Hotels may charge you a fee for checking into your room too early. In 2013 alone, hotels raked in an estimated $2.1 billion in fees, according to New York University's Tisch Center for Hospitality, Tourism and Sports Management.
Now, imagine instead walking into a place of business and being informed with complete transparency about all costs and fees you can expect. For instance, imagine being told that when you sign up for that new gym membership, you’re going to get charged a $40 annual fee two months later. Imagine not having to be surprised when you discover that there is a recurring monthly maintenance fee if you don’t maintain a certain balance in your savings account. Imagine how much easier life would be if the businesses we depend on embraced cost transparency.
It’s not hard to understand the benefits of cost transparency. Businesses that are truthful with customers about finances can transform customer retention and loyalty; brand credibility; and, contrary to popular belief, repeat spending.
The contact center is the first place many customers turn to for answers regarding costs, fees and charges. Here are a few ways managers can promote cost transparency within their facilities:
Enhance your scripts: Ensure the verbiage your agents use promotes full transparency of any and all costs, fees and charges. When customers have cost-related questions, ensure agents use language that is straightforward and easy to understand. The time to ban cryptic language from scripts is long overdue.
Email transcripts of conversations to customers: To ensure customers don’t miss anything that was verbally communicated to them, include a transcript of their conversation when following up with them via email. Consider implementing software that enables you to easily send transcripts regardless of the communication channel being used (i.e. live chat, phone, video).
Don’t force upselling or cross-selling: Being honest about costs means being honest with yourself about what is relevant to your customers. Managers should continually coach agents on upselling and cross-selling best practices by creating customized training documents that can be sent straight to agents’ desks during downtime. They can also quickly pass along resources in real-time that they think may be helpful for agents, like a Web link or video they stumbled across.
Offer new opportunities vs. added costs: Costs can be a good or bad thing depending on how customers perceive them. Being open about costs encourages customers to have a more positive mindset about your products and services and how they can lead to new opportunities. Cost transparency allows companies to effectively communicate their value proposition, verses having customers’ eyes glaze over once they begin imagining more dollar signs.
At the end of the day, customers understand that businesses have upfront costs; all they’re asking is that businesses be upfront about them.
Publish Date: October 6, 2016 5:00 AM
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.
Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!
Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
|6.)||Teckinfo Solutions Pvt. Ltd.|
ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
|Is Proactive Customer Service The New Norm?||January 22, 2019 5:00 AM|
|Do Your Best Agents Still Need Coaching?||September 28, 2017 5:00 AM|
|Sorry to Say, but the CX Was Never What You Thought It Was||January 6, 2017 5:00 AM|
|Three Ways to Promote Transparency and Trust in the Contact Center (Part 3)||October 6, 2016 5:00 AM|
|Three Ways to Promote Transparency and Trust in the Contact Center (Part 2)||September 22, 2016 5:00 AM|
|Three Ways to Promote Transparency and Trust in the Contact Center (Part 1)||September 9, 2016 5:00 AM|
|Three Reasons Why You Should NOT Renew Your WFO Software License||August 19, 2016 5:00 AM|
|Your Agents Are the Most Important Touch Point in the Customer Journey||June 17, 2016 5:00 AM|
|Contact Center Leaders Still Fail to Understand Customers’ Communication Needs||June 10, 2016 5:00 AM|
|Do You Know Which Communication Channels Will Meet Your Customers’ Expectations?||May 27, 2016 5:00 AM|