3 Common Contact Center
Mistakes and How to Avoid Them
Did you know 82% of consumers say that getting their issue resolved quickly is the #1 factor in great customer experience? This is what a recent survey by LivePerson revealed.
Another study by Forrester validates these statistics, saying that 45% of US consumers wil abandon an online transaction if their questions or concerns are not addressed quickly and a whopping 89% wil go to your competitor fol owing a poor customer experience, says Harris Interactive. So, can you afford to make the common mistakes that many contact centers make and lose customers to competition?
Here’s a look at the three most commonly made mistakes and how you can avoid them.
Putting Callers on Hold: According to Harris Interactive, 69% of customers complain of being put on hold for too long when seeking help from a company. This heightens the dissatisfaction level and thus brings down the customer service experience provided by your contact center. So, make sure that all the required information about the cal er is available for the agent while he attends the cal . Additional y, to address a customer’s query promptly, without having to put them on hold, all the FAQs or the other reference data should be displayed on the agent’s screen. Also, you can incorporate the cal -back feature if all your agents are occupied. For this, outbound dialers can do the trick. If a study by Forester is to be believed, 75% of consumers agreed that ‘cal -back’ is an appealing factor. Al these efforts offer undivided attention to your customers and show that you value their time.
Inadequate Training: Research by Frost & Sul ivan shows that 60% of all repeat cal s are process or training driven. But usual y contact centers have such a high turnover rate that business-owners often overlook the need for training and development. With ever changing demands of the consumer, it is important that your agents can cater to their different needs and levels of queries and can also handle omni-channel communication. So, periodic assessment, demo-sessions, training in multichannel and technology like outbound dialers, auto and predictive dialers, and CRM software is a must. Also, reward and recognition is crucial to keeping your customer-service team happy.
This happiness wil then rub off on the consumer.
Faulty Performance Measurement Metrics: A cal center usual y monitors the performance of the agents on the basis of the number of cal s attended per hour or the limits to which they exceed the average expectation of cal s in a day. Performance and services here are associated with quantitative factors rather than the quality of customer service. The cal center should focus on evaluating agents on the basis of problem resolution in one cal (First Call Resolution). This wil motivate agents to offer enhanced customer service and customer-issues wil be addressed and resolved more promptly.
According to Harris Interactive, 60% of your consumers are wil ing to pay more for a better experience. So, give your best to your customer and the best wil come to you.