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
TELL A
FRIEND
[HIDE]

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

Top 5 Customer Pet Peeves that Your Call Center Company Should Know - SelectVoiceCom - ContactCenterWorld.com Blog

Top 5 Customer Pet Peeves that Your Call Center Company Should Know

Let’s face it: Most customers would rather avoid calling customer service if they can help it.

In a study made by Mattersight, it was revealed that two-thirds of calling consumers already feel frustrated even before a single word is exchanged with a customer service representative.
The study reveals that the main reason is that customers are already half-expecting that call center agents aren’t going to understand their needs.

This is just one reason among many. It’s an alarming trend. On the positive side, it gives you a great opportunity to make a difference.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

To go about doing this, you need to know first the most common customer pet peeves which are enumerated below.

1. The IVR Loop of Doom

The IVR system has always been a constant source of frustration for most customers, especially those who prefer to speak to a living, breathing customer service rep.

When a customer has to go through a confusing jumble of lengthy voice prompts before reaching the right person, contacting customer service begins to feel like an obstacle course.

When an IVR system makes customers feel like they’re going around in circles, they are more likely to abandon the call and might start looking for business elsewhere.

2. Long hold times

Many customers would rather be elsewhere than be on the phone talking to a representative, and it would only annoy them more if they are put on hold for long periods.

If there’s always need to put customers on extended hold, chances are there are infrastructure or organizational issues that need to be addressed.

It’s recommended that a more efficient system for pulling up customer information be put in place. That way, reps can address customer issues with minimal time and effort.

3. Seemingly unhelpful representatives

Customers hate it when a customer service representatives aren’t giving them a direct answer to their questions or aren’t offering them a quick resolution to their issues. No surprise there.

More often than not, the fault lies with call flow protocol and service boundaries, not with the agents.

To buck this trend, a call center organization can empower call center agents by giving them more authority in providing customers what they need.

4. Rude customer support

Customer support representatives have to be accommodating and professional at all times when talking to customers. It’s what they are paid to do, after all.

Customers know this for a fact. Since they are paying for the service, they know they deserve to be treated with courtesy and respect.

As such, call center organizations have to train their agents not to take it too personally when a customer is irate or rude.

It will reflect badly on the image of the company if customer service representatives snap back at their customers.

It’s not a good look, and the repercussions could be serious when one takes into account the influence of social media.

5. Call transfers

Customers don’t like it when they’re being transferred from one department to another like a piece of potato.

It’s even worse when a customer service rep tells the customer to call the right number herself instead of transferring her to the correct department.

This kills customer satisfaction. After all, customers expect the first person they come in contact with to address their issues on the spot and to get to the root of their problems.

Frequent call transfers often lead to dropped calls, which won’t bode well for your organization’s reputation.

What’s Next?

By acknowledging the most common pet peeves of customers, you are already taking the first big step in making the necessary adjustments.

Once you’ve homed in on the right solutions and implemented them to a satisfactory level, don’t be surprised when customers start to reconsider their biases against call centers.

Source: http://selectvoicecom.com.au/top-5-customer-pet-peeves-that-your-call-center-company-should-know/

Publish Date: December 25, 2017 5:00 AM


2021 Buyers Guide Contact Center Assessments

 
1.) 
The House of Contact Centers

LevelX4
Assess the roadmap to a higher potential for your customer contact center:

• Discover strenghts and opportunities in only 30 minutes.
• Receive a FREE roadmap and actionplan to growth.
• Determine in 39 statements the foundation for a futureproof contact center.

Click on the link below to start your FREE assessment!

2.) 
Snapshotz

Snapshotz
Snapshotz is a web-based audit tool with strong analytics that helps large and small organisations understand and benchmark customer experience delivery. Snapshotz reports contain validated CX practices, technology use and operational metrics from over 3,000+ customers globally. These are benchmarked against the ISO 18295 customer service standard, digital service delivery, health & safety and mental health and other global standards enabling validated roadmaps for CX strategy and investment
 



View more from SelectVoiceCom

Recent Blog Posts:
Why Customer Retention is Still The Most Important Metric in Customer ServiceApril 23, 2018 5:00 AM
4 Benefits of Using Live Chat in Customer SupportApril 16, 2018 5:00 AM
How Cloud-Based Call Center Solutions Guarantee Uninterrupted After-Hours SupportApril 10, 2018 5:00 AM
Why Voice Support Is Still Important in Customer ServiceApril 3, 2018 5:00 AM
5 Ways to Maintain the Quality of your Customer ServiceMarch 13, 2018 5:00 AM
4 Ways to Turning Your Contact Center into an Omnichannel PowerhouseMarch 8, 2018 5:00 AM
Top 5 Reasons Why Call Center Agents QuitMarch 5, 2018 5:00 AM
4 Techniques in Building a Customer-centric Culture in the Contact CenterMarch 1, 2018 5:00 AM
4 Customer Service Statistics That Deserve Consideration When Running a Call CenterFebruary 14, 2018 5:00 AM
4 Ways Call-Backs Improve the Customer ExperienceFebruary 5, 2018 5:00 AM

About us - in 60 seconds!

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program

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