Certain commentators in the customer service space have been predicting the death of the call center. While it’s true that channel preferences are shifting, it would be incorrect to conclude that the voice channel will be buying the farm anytime soon. In fact, as we’ve argued before, phone calls are still essential to the success of customer service.
It’s true that self-serve options have become more effective at handling “easy” transactions: For example, large swathes of consumers use these online interfaces to track packages or confirm reservations. This means that when customers make a phone call, their queries are typically more complex and contentious. So, the stakes are raised, and it’s even more imperative that call centers exceed the expectations of customers.
To help with this, here are five things customers want (and expect) when they phone in to a call center.