Over the years, more businesses have shifted their focus to cater to customer experience. It became one of the driving forces in most of their plans and decisions. Because of this, the role of contact centres in businesses became even more challenging.
Based on recent statistics generated from Microsoft’s State of Global Customer Service Report, 58% of customers believe that customer service is an essential factor that shapes their decision about a brand.
The customers also go for brands with responsive customer support to reply to their inquiries and complaints on all communication channels, which means contact centres must work hard to keep up with their demands.
Today, a reliable contact centre in the uk must respond to customers’ strong clamour for an excellent customer service experience to boost the business. Here are some of the ways that they take to ensure that the demands are met.
Reduce On-Hold Times During Ongoing Calls
Eliminating the waiting time may be impossible since they need to go through certain processes to address their concerns. But contact centres are now doing everything that they can to keep the waiting time at a minimum to satisfy their customers.
Practice Dynamic Call Flow Management
Since contact centres receive plenty of calls, they need to implement an efficient system to manage the calls to prevent chaos. It is important to do the necessary measures to manage the influx of calls and escalate the ones needed to the right department.
All contact centre team members have their job designation, and it would be impossible to have a single agent to master everything in the company. The appropriate call centre software must be present to ensure that the right calls will get through the designated agents who know how to handle the customer’s needs.
Establish Emotional Connections
Today’s market is mostly composed of millennials. This generation does not exactly look for any products to consume randomly. They want the values of the product to agree with the brands that they usually shop from. The millennials want to get the most value for their money. They also want to feel an emotional connection with the brand where they will invest in. In short, the customer experience has become intertwined with consumer behaviour.
Contact centre agents help businesses achieve this by making customers feel like they are important. The agents can share short stories to help the customers relate to the brand. They can also exert some efforts by understanding the customers’ needs. It will make the customers develop emotional connections with the businesses where they put their money.
Maintain A Happy Workplace
Contact centre agents work better if they are happy with their company. Their disposition at work can have a direct effect on the customers. If the contact centre takes care of its employees, the agents will work hard to take care of the callers.
Businesses must always ensure that the agents feel appreciated in their workplace. They should offer rewards and incentives for doing a good job. It will also help if they have approachable channels to help them to their bosses if issues arise. If the agent is happy at work, it will increase their productivity as well.
Listen To The Customer Intently
The simplest solutions are often the most neglected. Most companies choose to listen to professional reports and market analysis when conceptualizing business plans. But they may usually ignore that the simplest way to keep their customers happy is to provide them with what they want.
Agents must listen to the customers’ needs and give importance to their feedbacks. If the company makes their business plans based on their customers’ demands, they can yield favourable results because they can provide optimum customer satisfaction.
Meeting the customers’ expectations should always be the top priority of any company. If the customers are happy with the contact centre agents’ services, they will gladly do another transaction with the company repeatedly for years to come.
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