Author: Gemma Baker, Marketing Executive, Click4Assistance
On the other side of contact centres trying to achieve results that meet or surpass industry standards, customers could actually be worst off.
An article on Call Center Helper outlined the targeted service levels across channels as at April last year:
With advisors focusing on making it through high volumes of enquiries, many consumers could face a decrease in customer service as representatives concentrate on reaching their targets.
For example, advisors need to be available to answer a phone call in 20 seconds; therefore the only way to achieve this is if they have finished their previous conversation. This can result in agents rushing their current interactions.
Live chat enquiries should be first acknowledged as soon as possible. We usually recommend sending a first response within 20 seconds as the visitor can become unsure whether or not there is an advisor on the other side. This is due to the typical tell-tale signs of a phone conversation not being present (no connecting tone / background noises); therefore it is better to start the conversation as quickly as possible.
Balancing Customer Satisfaction and Response Times
The customer quickly gaining the attention of a customer service representative is likely to begin the interaction in a neutral manner. It is then the rest of the conversation that will then govern if they leave satisfied.
Left waiting too long for an initial response or not given enough time by the agent for their enquiry and the customer will be left feeling frustrated and disappointed. This can be damaging to a company as consumers are likely to share their experience online via social media and review sites as well as word of mouth which can result in the loss of business.
So how do you get the balancing act right?
Look inside your own company rather than at industry standards. Your organisation has all the data it needs about your customers and agents to decide what service levels are needed to provide great customer service. Take the time to analyse where your customers have been extremely satisfied, where they haven’t and learn from this. Identify the downfalls of your agents and invest in getting their performance up to company standards.
Established in the UK at the inception of the live chat concept, Click4Assistance was one of the first, ground-breaking providers to introduce live chat software for websites. For more than 10 years we have been successfully providing a complete live chat software solution for SME and corporate organisations.
Published: Wednesday, June 5, 2019
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Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
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Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
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Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
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A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.
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