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No call center wants to disappoint its customers. But many don’t realize how poor service on the phone can have a significant impact on production and their income.
Today, it is critical to provide an experience that is suited to your clients’ expectations. Even if you sell the most inventive and one-of-a-kind product on the market, the smallest mistake during the customer experience can have major effects.
So, what are the most typical client annoyances when interacting with businesses? What are the mistakes you should avoid in your call center? We outline all the answers.
Key Points:
- Nothing irritates your clients more than being sent from one platform to another
- Clients hate waiting on the line, but you make them wait without annoying them
- Even if you’re the best call center, you should always be prepared for the unexpected
- Provide clear and exact information about your business in an automatic manner (such as your opening hours for example)
You will need productivity tools such as:
Call Routing System
The process of diverting an incoming call to a certain platform or agent is known as call routing. This agent will be able to answer the customer demands in a more efficient way. Giving each caller the proper support is what it means in practice.
For instance, a customer who requires assistance with the purchase process will be sent to a sales assistant agent. The call is routed to customer support if the needs relate to a complaint about a previously purchased product.
Mistake 2: Keep your client waiting on the line
“All our agents on the line. Your anticipated wait time is 10 minutes “. Who hasn’t gotten this voice message and then hung up after listening to the same song for a long time?
Your whole team of agents is already on the line, which happens often. However, it is critical to ensure that all your clients’ demands are handled as fast as feasible. Especially the ones that dropped on the waiting line.
The solution is to keep your call center from causing customer dissatisfaction and disappointment. It is your responsibility to put in place the required tools.
And the best one to tackle this problem is:
Automatic callback
Callback is a CTI function that allows callers to request a callback if the line is busy, no agent is available to handle their call, or they just wish to be called back later.
The callback option offers many benefits that enables workflow to perform at its best. As a result, judicious use of it opens the door to a variety of substantial advantages in the area of offshore. These benefits range from shorter client wait times to considerably increased agent productivity.
To avoid incidents like these, the callback service no longer causes your clients to hang up or consider transferring to a rival owing to busy lines. They can simply request a follow-up call and wait without feeling frustrated.
Mistake #3: Failure to prepare for the unexpected
Agents who call to report they are ill and will be unable to work today. An increase of calls overwhelms the teams. It is not always feasible to forecast what will occur throughout the course of the day. However, it is feasible to deal with it by implement preventive measure for incidents.
You may add flexibility and agility to tight circumstances by using an intelligent telephone receiving tool. This covers scheduling, on-call duties, and the quick deployment of backup telephone reception situations. You decide when members of the customer care team may be accessed based on your needs. In the event of a last-minute change, the settings may be easily modified from anywhere, with a single click, or even through an automated secure phone call system.
The same may be said for call peaks. It’s difficult to estimate when customer service activity will peak. However, if this occurs, you will be able to respond quickly. The completely web-based system that was previously set up allows you to have constant visibility over all calls received and placed on hold. You may also automate some requests, such as appointment cancellations, to reduce your consultants’ effort.
Daryl Gonos, CEO and Founder CommunityWFM says that having your resources coordinated in a seamless way can help you schedule and arrange your agents’ time more effectively. Intraday management, which lessens the unexpected and element of surprise, is the answer for providing excellent customer service. Listen more from our podcast.
Understanding what kind of products and services your clients want, and how to customize those products to meet those needs is a vital skill.
As we’ve seen, such knowledge is a key component of the customer-centric approach. The best companies take this to heart. A close look at your customers’ buying patterns will give you a better insight into their needs.
For example, if your customers are mostly referred through referrals, it’s important to remember that they’re referred to a wider range of products than the clients you directly deal with. Therefore, you should try and listen to them when they’re talking about their problems and help them to find a solution to those problems, no matter how small.
In other words, you need to be listening to your customers and addressing their needs in as many ways as possible.
Mistake #4: Failure to maintain an accurate customer history
Who is the person on the other end of the phone? Is this their first encounter with your call center? Did any events occur during their journey?
Wouldn’t having all of this information at your fingertips as soon as a customer’s number shows on your phone make your customer interactions much easier and smoother?
Following up with each consumer from the start to the conclusion of their relationship with your company will make all the difference. Your clients want your organization to be responsive and to communicate effectively.
With an accurate history, a full identity card of your clients, you save them having to restate the reason for their call, their customer number, the issues experienced, and so on each time they contact.
Mistake #5: Failing to make use of the data at your disposal.
How do you recognize where your customer service may be improved? What specific areas do you need to address in order to increase client satisfaction? It’s difficult to say if you don’t have precise numbers.
Build an analysis grid using intelligent telephone reception to evaluate the proportion of missed calls, the pick-up rate, the average duration of a call, or even recurrent requests to help you manage your teams.
Long response times, poorly or inadequately informed teams, erroneous information, impersonal communications… There are various levers you can pull to increase client happiness. Many businesses have already realized the need for a specialized customer experience product.
You can fully harness the power of data with the OMNI+ custom reporting engine.
Our Cloud Contact Center Solution NobelBiz Omni+ can get you reliable data from a wide range of analysis and reporting tools that provide real-time information that you can customize to that you can customize to create comprehensive performance reports and accurate customer history.
NobelBiz reporting engine can allow you to measure:
- Average handle time
- Missed and rejected calls
- Transfer rate
- Abandoned calls in queues
- Average response time
Mistake #6: Failing to recognize customer preferences
A effective customer experience program must be customized. Every person has different preferences, from the communication medium to the sort of material they want to receive.
Companies must first guarantee that they allow customers to voice their preferences, but they must also consider them; here is where brands frequently fail. Companies must not only record their consumers’ preferences, but also put them into action every time they contact with those people in the future.
With more than 20 years of experience, NobelBiz provides comprehensive and customized solutions for call centers worldwide. Our services and technical solutions can meet the needs of all types of call centers, regardless of their size, industry or activity (Inbound, Outbound or Mixed). That is why we have a Voice Carrier purposefully built for call center needs.
NobelBiz Voice Carrier is not your usual telecom provider, but one that was designed with the sole purpose of serving contact centers all over the world. You will find that every little technical detail is optimized for the contact center activity: usability, compliance, pricing etc.
Final Point
It’s okay to make mistakes. Call centers are always under pressure to provide a positive client experience with each engagement. To prevent these mistakes stated above, make sure your communications are suited to their needs. It is vital to begin with a critical examination of your current technology and procedures. You will be able to detect the problems in your approach by comparing them to the most recent standards and best practices in the contact center industry.
Understanding major market trends can assess your company’s preparedness. Plan how you will use new channels and technology, as well as how communications can help you improve the customer experience and stimulate customer loyalty.
Abdelmounim Benharouga has always had a strong passion for writing and digital marketing. He started as a Digital Content Writer part of marketing department then moved to being Customer Success Manager for the African Region within the Nobelbiz team.