By the time your average customer has punched in the ten-digit phone number for your contact center, he or she has already established expectations for what is about to happen. Customers know what to anticipate from an efficient and successful engagement, and that is what they want you to deliver.
This is what is on their minds. Is your contact center up to the task?
If a real person answers the phone, you may hear an audible sign of relief from the customer expecting a trying-too-hard-to-be-friendly recorded greeting, followed by a series of menu options that may or may not eventually get them to where they want to be.
Yes, they seem to be disappearing a little more each day, but most of your customers will still be delighted to hear a courteous greeting, an appreciation for their business, “please” and “thank you” when it’s appropriate, and conversation that doesn’t sound like it is being read off of a page.
Many of your contact center customers are calling with a question. And they will quickly grow frustrated if they’re not allowed to ask that question because the agent keeps asking them questions first. Obviously an agent will have to collect some information, but every effort should be made to keep it to a minimum. And if a call has to be transferred, make sure the information collected is transferred with it, so the customer doesn’t have to say it again.
When the customer finally gets to ask his or her question, they will expect an answer. As most will relate to the company’s products, services and policies, agent training should prepare call center personnel for responding to these queries. Occasionally, when a more unexpected question is asked, an agent should have access to communication with other agents or a manager who can deliver an answer quickly. Putting the customer on hold to obtain this is not a great option, but if an answer is forthcoming the customer will understand.
Ultimately, the most important result to strive for with each customer call is a successful outcome – an order placed, a question answered, or a problem solved. Well-trained agents and quality call center technology, working together, improve the likelihood of a successful resolution.
A Quality Management solution can help your contact center deliver great service and improve customer satisfaction. Find out how
Call recording is an integral part of quality management. Check out this free online demo of Monet’s call recording solution.
Publish Date: June 11, 2018 5:00 AM
In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.
Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.
TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.
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