Contact Center Service: Easy is Always Better
Answering calls at a contact center is work – that’s why agents are paid to do it.
However, calling a contact center to place an order or settle a dispute should not feel like work. That’s why most contact centers try to make customer engagements as quick and easy as possible.
How well does your contact center succeed at this goal? Let’s look at three typical scenarios.
At some contact centers this is the primary reason customers call. Is it easy for callers to get the information they need? Are your agents trained to answer questions, access part numbers and prices, and provide assistance without transferring the call or putting customers on hold to look something up?
Purchases and Payments
Today’s customers are used to the ease of buying stuff online. A few clicks of the mouse and items are dropped into a virtual shopping cart, credit card information is entered and shipping details are provided – sometimes all in less than a minute. When customers opt to handle such transactions over the phone, agents should be prepared to not just provide good service, but to also take advantage of upsell opportunities, as long as they do not significantly delay completion of the transaction.
Help and Support
Why isn’t my new computer working? Why can’t I access broadband on my new television? My car is making a funny noise – should I be concerned? Contact center agents must field a wide range of questions from customers that may already be upset at having to call in the first place. The last thing these customers want is to be put on hold multiple times, and to move through a chain of support personnel to find the right expert.
Here, a workforce optimization solution can help. It allows you to classify incoming calls by subject matter, and route them to the agent most qualified to handle them.
Easy is always better. What can you do at your call center to deliver this type of customer experience?
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