The cheapest call is the one that you don’t have to take - IP Integration - ContactCenterWorld.com Blog
It goes without saying nowadays that customers are more impatient than ever. This proves a challenge to Contact Centres who, more often than not, struggle to provide the right assistance first time round. We all know that this not only affects customer satisfaction, but also agent morale and ultimately, the bottom line.
There are increasing amounts of technologies deployed by Contact Centres to fight this challenge, but the problem still seems to prevail.
I’ve come up with a few handy tips below to help Contact Centres increase first call resolution, which in turn should aid customer and employee satisfaction scores:
Are you connecting customers to the right agents first time?
Skills-based routing is vital to map customers to the right resource. Workgroups can be created using different criteria, meaning that high priority customers that need tailored services can be directed to subject matter experts. Intelligent routing such as this reduces the number of escalations needed, leading to happy customers that are dealt with quickly.
Have you fully identified the reasons for repeat callers?
It is important to quickly identify the reasons why people need to contact you more than once before they can resolve their query. Agents are often the best source of this information, so using tools such as post call surveys is a good way of discovering the issues. Speech and Contact Analytics are also helpful tools to give you an even deeper and more impartial view of what’s happening in your Contact Centre. Following this you can then implement any training that is necessary to help your agents deal with queries at the initial point of contact.
What are the top three reasons for follow up calls from your customer base?
Try to predict reasons for follow up interactions into the Contact Centre – there are often patterns. If you can predict what these may be then you can arm your agents with that information so they fulfil your customers’ requirements before they even knew they had them. This will cause your customer satisfaction rates to soar and again cut repeat contacts.
What percentage of your agents are upskilled and empowered to address the customer’s enquiry the first time around?
If your agents are unsure of what they’re doing then they can’t deliver good service. Similarly, if they don’t feel empowered to make decisions, then that leaves the customer feeling like they can’t trust what’s happening. Even if an agent doesn’t know the answer to a question, if you can make the answers easily accessible they’ll feel more confident in their role.
How can we help?
These tips are just a starting point on the route to faster resolution for customers, but sometimes even when you’ve taken all the above actions, repeat calls are unavoidable. For more complex queries they’re even necessary.
However, if you’ve got unnecessary calls coming in to your Contact Centre caused by bad processes or agent errors that can be easily fixed, then taking some simple steps such as those above could save your company an awful lot of money and its reputation.
Talk to us so we share with you success stories that you can apply to your business.
Publish Date: February 24, 2016 5:00 AM
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