Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Halloween 2017: How Your Customer Service is SCARING Away Your Customers - Globalteleforce - ContactCenterWorld.com Blog

Halloween 2017: How Your Customer Service is SCARING Away Your Customers

Customer service is created to help customers with their problems and questions. It is the highlight of every business, making sure that their customer service is better than their competitor's. However, there are instances when customer service is the one who scare customers away. Are you one of those businesses who are part of the scarecrows of customer service? Don't let this happen to your business.

Everyone has their own pet peeves. Don't wait for customers to realize they have the right to walk away from the business. Watch out for these ways how your customer service is SCARING away your customers.

Placing customers in the waiting line

There will always be a time when customers will need to wait. We all know that they understand that. Unfortunately, there is a limit for everything. Not all customers can wait that long.

Oftentimes, customers leave when:

  • They wait longer than the expected time given to them
  • There is no specified waiting time before they get assisted
  • When the people who came after them gets noticed or served first

 

Manpower is often blamed in these given situations. However, this can be lessened if customer service representatives are able to provide the necessary solutions needed quickly. This is the responsibility of the company to provide the needed training for their agents to become more experienced in handling different types of customers.

Customers can't or find it hard to contact customer support

We all know that time can't be bought with money and it definitely waits for no one. So, when customer support answers common questions from customers over and over again, we all think that this is time-consuming. Customer service representatives often find it frustrating to answer common questions that can be found on the FAQ page of the business and it has been taking up more time that it should.

Despite this frustration, these agents are still required to answer every question thrown at them. Well, that is because customer's time is precious too. Moreover, the business needs the attention of the customer since a point of interaction and sale starts from here. Customers want support from a real person over the phone, not some robot who says the same script over and over again. That is why customer support should have the patience and understanding in order to serve customers better, no matter how annoying or irritating they are.

Not going beyond what is expected

Businesses always make promises to customers, and customer service representatives should be able to fulfil it. But, those promises are just the start in delivering the best customer service in town. Customer expectations, no matter how high it is, should always be exceeded by customer service representatives in terms of service.

Customers know when they are not properly taken care of. Once they get the idea that they being left out and not being noticed, then you have to say goodbye soon or later.

  

If you want to have loyal customers, make sure to be engaging and have that wow factor to keep them impressed and happy all together. Not only will this keep them from coming back, this can also make them refer the business to their friends or loved ones, helping the business get more customers and grow along the way without using money on advertising.

Customer service is an essential part of a business. So, if not done right, customers will have to resort in leaving the business in no time. Don't scare away customers by pushing their buttons accidentally—which is worse than doing it on purpose. Know the pet peeves and reasons why customers leave and not coming back. Finding out the reasons may be time-consuming and training agents to deliver awesome customer service can be costly, but this is where contact centre outsourcing can help since agents are already trained on what they will need to do in order to keep customers engaged and satisfied.

Source: http://globalteleforce.com/blog/halloween-2017--how-your-customer-service-is-scaring-away-your-customers

Publish Date: October 30, 2017


2023 Buyers Guide IVR

 
1.) 
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.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

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

6.) 
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.

7.) 
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

8.) 
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)

9.) 
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.
 



View more from Globalteleforce

Recent Blog Posts:
How Knowledge Base Technical Support Matures and Moves with the Tech EconomyJanuary 11, 2018
Why Businesses Prefer CRM Powered Customer Service When it comes to OutsourcingJanuary 9, 2018
Inbound Sales How Analytics and Business Intelligence is Changing the GameJanuary 5, 2018
Outbound Sales: How Analytics and Business Intelligence are Changing the GameJanuary 3, 2018
Holidays 2017: Dishing Out Awesome Customer SupportDecember 21, 2017
Holiday: How to Ramp Up Your Customer ServiceDecember 11, 2017
How Digital Content Can Help Boost Your Customer Support PlatformNovember 23, 2017
Key Resolutions for better Customer Experience in 2018November 22, 2017
Contact Centres Pushing Philippines IT-BPM in Global OutsourcingNovember 13, 2017
Halloween 2017: How Your Customer Service is SCARING Away Your CustomersOctober 30, 2017

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...
 1439 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =