Delivering great customer service should be your top priority when you’re making business decisions in your call center.
After all, statistics show that keeping customers happy is the key differentiator in running a successful business.
In that same vein, you’d be doing your call center business a big favor by paying attention to all statistics relevant to customer service.
For one, providing customers a positive experience is part and parcel of your call center’s responsibilities.
Here are four customer service statistics you need to consider if you want your contact center to be successful.
Ideally, customers want quick answers and resolutions upon the first contact so they can get on with their lives. This explains why most call centers place a high premium on lowering abandon rates and AHT (average handling time).
As such, agents should be quick in responding to inquiries and requests. Offering a call back option also allows customers to manage their time better in regards to issues with your product or service.
Millennials are now taking over the workforce, which can only mean that they now have the purchasing power to make business transactions for many years to come. They’re not the next in line; they are already here.
This is why as a business owner, you have to tailor your business strategies with millennials in mind.
That said, recent stats show that millennials are likely to stop doing business with a company because of poor customer service.
In a generation where omnichannel customer engagement is the norm, one thing remains the same: customer service still trumps everything else when it comes to business.
According to a survey made by eMarketer.com, 32% of users say that the phone is the most frustrating customer service channel — that’s more than double the amount of people who said that the company website, live chat service, or email was the most frustrating service channel.
While this may sound discouraging to call center agents, it also bears noting that calls to businesses have significantly increased since the mass adoption of mobile phones, according to a BIA/Kelsey report.
What this means is that while most customers still prefer talking to a human being when making business transactions, the call center industry still has a lot of room for improvement in terms of delivering a positive customer experience.
As a business owner, you’d be doing yourself a favor by treating that discrepancy as an opportunity to set your business apart from your competitors.
As a customer service provider, it is part of the call center’s responsibility to make things easier for customers.
One of the primary goals of a contact center, after all, is to deliver positive customer experience.
When your call handling practices demand too much from callers, customer frustration becomes all too common.
This, in turn, will significantly reduce the likelihood of repeat business, not to mention that it paints a bad picture of your brand.
There are many ways you can reduce customer effort in the call center, including streamlining your AVR, offering advanced self-service options, using cloud-based services, and eliminating procedures that get in the way of providing good customer service, just to name a few.
There are no two ways about it: delivering exemplary customer service remains critical in running a successful call center business.
By paying attention to the key customer service statistics mentioned in this article, you can arrive at actionable insights with which to make meaningful decisions that will strengthen your company’s customer service. This will pay dividends on your company’s bottom line.
Publish Date: February 14, 2018 5:00 AM
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
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