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Article : 7 Tips For Creating An Exceptional Contact Centre

Business Development Director
Atio
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As South Africa prepares to host the 2010 soccer world cup the country is faced with many challenges, one of which is delivering world class services to a wide range of tourists, business people, FIFA delegates and sports people. In almost all instances, contact centres will form a vital point of contact with visitors to the country.

Contact centres are the first, and often only, point of contact with an organisation, and hence must project a desirable image that is in-line with brand's overall identity. This places pressure on companies to better understand their customer needs and business environment, and therefore focus strongly on internal training. According to Dawn Wood, Business Executive at Atio, acknowledging the importance of customer satisfaction is central to creating a contact centre that delivers on strategic aims. 68% of customer defection takes place because customers feel poorly treated, according to customer experience research company TARP.

Wood lists the following tips for creating an exceptional contact centre:

  1. Create business value and reduce costs. Contact centres need to create business value and reduce their operating costs to contribute to the company’s bottom line – ultimately a contact centre should be viewed as a profit centre and not only a cost centre. There are a number of ways of achieving this, one of which is to improve efficiency by routing common enquiries to technologies like interactive voice response (IVR). This leaves agents to fully utilise their skills and add value to important customer interactions. According to Gartner, the use of advanced contact center technologies such as IVR can really benefit organisations, particularly in handling repetitive inquiries.
  2. Give customers a choice. Make sure you understand which communication channels your customers prefer. Do they favour SMS, e-mail, fax, voice or web self-service? After you have defined communications channels, ensure that your message and quality of delivery stays consistent across all touch points.
  3. Provide access to information and services anytime, anywhere. This does not necessarily mean that your contact centre agents should be available 24 hours a day, seven days a week. It is possible to provide access to services 24/7 by using alternative channels such as e-mail or web self-service. Regardless, however, organisations should set and communicate clear policies to manage expectations with regards to response times and to ultimately build trust by ensuring that promises made to customers are always kept.
  4. Know your customers. It is important to have one view of your customer records and interactions - irrespective of the communication channel used - in order for the relevant agent to assist the customer effectively, efficiently and promptly. According to Gartner, customer service should be differentiated based on the value of a customer; high-value customers should receive prioritized service. An immediate and comprehensive view of the customer profile gives contact centre staff the ability to prioritize high value customers from the outset.
  5. Personalise every customer interaction. We all love to hear our own names. To make interactions even more personal, you can use caller line identity (CLI) to identify the caller before the actual interaction begins.
  6. Enable employees to deliver great service. Firstly, hire agents with the right skills and attitude, and empower them by providing appropriate training and technology tools. Comprehensive recruitment procedures and training allow staff to promptly analyse customer profiles, make assessments, interact appropriately and ultimately ensure that the customer is always satisfied.
  7. Demand the best - and measure your performance against this goal. Ensure that the service provided by agents is constantly measured and improved over time through the implementation of continuous process improvement and performance management frameworks.

Creating an exceptional contact centre is a process that requires commitment, appropriate skills, continuous supervision and regular revision. The key to the entire process is to set goals, communicate them effectively and ensure that the measurement of achievements is an ongoing, participative process. Companies that follow this approach will undoubtedly be well positioned for the 2010 world cup, and do great business in the years that follow.


Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Thursday, July 9, 2009

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2024 Buyers Guide Help Desk Software

 
1.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

3.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

5.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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