Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. For example, a marketing event promoting a product sale would be an easy predictor for an influx in calls, whereas an unexpected power outage or sudden bout of the flu in the contact center isn’t something that can be readily planned for. Or is it?
Tag Archives: customer-expectations
Many organizations now report that outsourcing decisions are no longer solely based on cost reduction, but to utilize value-added services that improve the customer experience. As the demand for outsourced call centers grows annually by 6%, it’s critical for BPOs to offer services that meet these growing expectations. The ability to offer callers the option of a call-back is a popular request from companies choosing a contact center BPO. To that you might ask, “Why are call-backs such an essential add-on, and how can my BPO benefit from offering this solution?”
We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction. Here, we’re going to discuss 6 secrets your call center can adopt to ensure high caller satisfaction.
Are you having a rocky relationship with your contact center? Maybe you’ve been a victim of long hold times, poor customer service, or having to repeat an issue over and over to different agents. At first, like many relationships, both sides are willing to work hard and even overlook some of the red flags. But over time, once loyalty has developed, its possible that things might get a little too comfortable, taking for granted how hard it was to earn your admiration in the first place. With better communications, it’s possible for your relationship to mend, but if interactions stay the same or get worse, it might be time to cut ties and find a new call center to love.
How do you know if your call center is worth loving? Here are 3 areas to consider: Continue reading →
The best way to predict trends in customer service is to look at patterns in consumer behaviour. As customer demographics shift and technology evolves, understanding expectations becomes a never-ending task.
It’s obvious that customer service has become increasingly complex, but it still remains a vital component to the success of every organization. The problem is, many businesses are struggling to keep up with all the changes. A study from NewVoiceMedia indicates that companies lose more than $62 billion each year due to poor customer service. Understanding trends in customer service has become a high priority for most, if not all, organizations.
This whitepaper examines 10 customer service trends that will dramatically affect the success of your support team in 2017. Continue reading →
Is your business stuck in the past? Too comfortable or resistant to change? For many leading brands, reinventing or pivoting is a natural part of growth and development, but for others it’s an ongoing battle. The common reaction of, “Oh no, we can’t do that, what if our customers don’t like it?” stems from not understanding your customers’ needs and wants. A strong brand not only recognizes what matters to their customers, but also understands how to deliver it. That’s the motivation for our newest vlog series, #GetToKnowYourCustomersDay. We want you to see your customers on a personal level, their likes, dislikes, and how they interact with your brand.
We’ve narrowed down a few industries that have great potential for development: finance, travel, healthcare, and retail. Each episode will feature a diverse selection of customers being asked some tough questions: How do you see this industry today? What’s missing? What is a standard interaction like? What do you want out of your experience? Continue reading →
It’s that time of year again! No, we’re not talking about building a gingerbread house or going on shopping marathons – it’s time to plan your contact center strategy for next year. Savvy companies are developing ways to help grow and improve their business. Having a plan in place is the key to goal setting, implementing the most appropriate action items, and measuring performance. One area you’re likely dissecting is the customer experience. Is it up to par with customer expectations? Are they actually happy with your service? After all, a strong CX strategy can help you retain more customers, and stop them from deflecting to competitors!
Keep these 10 customer experience statistics in mind as you tackle this area of your planning.
Newsflash: Only 1% of customers feel that their expectations of good customer service are always met. That factoid presents a gapping problem in the customer service industry and it’s about time we do something about it. If you’re experiencing higher than normal call volume, unbearable wait times, frustrated customers and depleting agent morale it’s time to get your customer service back on track.
Why you might ask? Other than keeping customers happy, customer service is the backbone of customer loyalty and revenue. By ignoring service and satisfaction you are ignoring up to 55% of consumers who have intended to make a purchase, but backed out because of poor customer service. In fact, 52% of consumers have made more purchases from a company after having a good customer service experience and 73% of consumers say friendly customer service reps can make them fall in love with a brand.
So, how can you get your customer service back on track and revenue back to your business? Here are 3 tips you need to follow: Continue reading →
Being a call center agent is far from a glorious job. Yet they’re the unsung heroes of your company, answering a never-ending stream of calls from customers who aren’t always happy to be on the other end of the phone.
Great call center agents engage with customers every day, representing your brand in ways other employees can’t. You may not realize it, but every day they make commitments to get the job done the right way.
Here are 3 commitments every great call center agent makes: Continue reading →
In an era where “the customer is always right” (at least they are when they share their stories on social media), it’s easy to overlook just how difficult it is to be a customer service rep. Far from being a glamorous job, CSRs often have to choose between conflicting priorities – resolving issues on the first call, keeping handle times low, and keeping customers ‘happy’, to name but a few. The modern contact center is a pressure cooker, where every minute counts.
With this in mind, it should come as no surprise that, just like consumers, CSRs have pet peeves, too. For a change, let’s have a look at what makes for a poor service experience, from the agent’s point of view. Continue reading →