5 Ways To Boost Customer Experience Through Call Center

A well-managed and efficient call center can be a big help in making the business get more customers and retain the existing ones. They are directly responsible for maintaining the company’s image in the eyes of the target clientele.

A call center agent is often the first point of contact for the customers. therefore, they must shoulder the responsibility of customer satisfaction and deliver best in class service. While there is no absolute formula to deliver the best customer experience, a few tried and tested methods can ensure that every client interaction ends in a positive note for the customer as well as for the agent.

It goes without saying that customer experience is going to be the buzzword in 2019. Here is why:

• 86% of buyers are willing to pay more for a great customer experience
• 73% of buyers point to customer experience as an important factor in purchasing decisions
• 65% of buyers find a positive experience with a brand to be more influential than great advertising

So, can a call center deliver positive customer experience that matters? Yes, it can. Here are 5 easy steps for improving the experience of the customers interacting with a call center:

1. Minimum On-Hold Times during Calls

Putting a customer on-hold for a long period of time is a call center bane that drives customers crazy.  The customers do not like to stay on hold, period. They don’t care if their issues actually need time to be resolved and the agent can’t help but make them wait.  To most of them a call center should be a one-stop solution for all their problems. They want a quick solution and they want it right now.

While eliminating waiting time is impossible, a call center must try to keep the on-hold time to a bare minimum. Remember, the shorted the wait time, the happier a customer is.  It’s that simple.

2. Understand who the customers are

Knowing a customer demographic is not enough, you customer service teams must also know who are their customers. Try putting a face to your customer or creating customer personas – it will help your customer service team to understand your customers better.

Your customer personas can be as detailed as you want them to be. By creating personas, your agents can put a face to their customers and better understand how they can assist and improve customer experience.

3. Recognize the stage of customer journey for each customer

A call center agent must not interact with each customer the same way. Rather they should use the CRM to pinpoint the stage of every customers’ journey and personalize their interaction to improve the customer experience.

Define the customer actions that fall within each stage of the customer journey. This will help your call center customer service team to quickly recognize and know how to approach your leads and clients.

4. Forge an emotional bond

The biggest chunk of consumers today are millennials. And millennials don’t just look for a product, they want their values to be aligned with the brands they shop from. They want value for money, as well as great customer experience.

While pricing is not something your customer service team can control, they can deliver everything else.  They can forge an emotional connection with the customer by empathizing with them, telling them their side of story and even throwing in a much-appreciated surprise.  This connection will help your agents anticipate the customers’ needs better and deliver a much better experience.

5. Make it easy for customers

In this age of competition, customers are being spoiled with one-click checkout, instant customer service through chatbots, next-day shipping. These services simplify the purchase process for customers and reduce customer effort in an attempt to maximize sales. A customer service team too can reduce customer effort in so many ways. They can-

• Offer to call back in case of disconnection
• Clearly Understand customer queries
• See to it that the customers do not have to repeat themselves
• Provide helpful material after service
• Solve customers’ issues the first time around
• Offer to answer a customer query through the preferred communication channel of a customer

A customer service team can make the process of purchase or issue resolution a cakewalk for the customers, resulting in a high-quality customer experience. 

In todays competitive world customer experience is gold. Being the first point of contact for customers, it is up to the call center customer service team to deliver the customer experience each customer deserves. While their interactions can be short, it can be an excellent opportunity to boost customer experience.

Source: http://www.fusionbposervices.com/blog/5-ways-to-boost-customer-experience-through-call-center.html

2023 Buyers Guide

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Premium Listing Call Center Studio Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

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5.)	MightyCall MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to: - Greet callers - Deliver necessary information - Forward calls to the appropriate extension - Take human error out of the system

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Nuxiba Technologies CenterWare Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed. Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

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OpsTel Services SPEED The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Performance Monitoring

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PEC Telecom Virtual Phone Numbers (DID) and Business VoIP Phone Service Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed. DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from... (read more)Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed. DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from standard lines at a fraction of the price. In addition, it allows you to purchase DIDs all over the United States. A company in California can purchase access numbers in New York or Texas for the same price as access numbers in its local area. This feature gives the company the opportunity to provide local access numbers to its customers around the United States at a fraction of the cost of traditional phone lines and access numbers. Local phone companies often take weeks or months to install phone lines at a company's location; and in many cases they are unable to install more than a few lines do to physical limitations. The DID Live Virtual Number service only requires a company to have an Internet connection, therefore eliminating the limitations posed by local telephone lines. If the company has a solid Internet Connection, the DID Live service can be up and running within hours.

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Teckinfo Solutions Pvt. Ltd. IVR Edge IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

 

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