Use the right tools to exceed customer expectations
Customers today expect to be assisted immediately, quickly and adequately and have little understanding for waiting times or an impersonal approach. When calling your customer service, they want to be served without delay and with a smile. And even better if you exceed their expectations.
To be able to answer incoming calls as quickly as possible, it’s important to get your planning right. You don’t want agents sitting around waiting for calls, but you also don’t want to have long waiting times. This can easily lead to complaints and higher numbers of unanswered calls. Insight in your historic inbound traffic and performance, allows you to perform custom data analysis for efficient planning. What works best is having call data of all numbers and contact centers (in-house and external/off-shore) combined in one centralized and complete overview. Combining data from different sources and in different formats, making your work a lot more difficult.
Automation used properly
What also helps is to regularly check what kind of questions are asked. How many of these really need to be dealt with by speaking to an agent? Perhaps you can also service part of your callers by using automated self-service to help them with simple requests or questions. Many people prefer self-service to having to wait for an agent. This automatically reduces the number of calls for your agents to handle.
Despite good planning, situations can occur when your organization must deal with more incoming calls than your agents and telephone lines can handle. Maybe your marketing campaign is more successful than expected or your service is experiencing an outage. It’s important to have back-up plans at hand to prevent customer service from becoming overloaded with wait times increasing quickly and customers being dissatisfied with poor accessibility.
These back-up plans can be switched on whenever necessary and lift the weight of the increasing queue from your busy agents. There are several ways to automate customer contact in such situations in a fully customized way. A few examples:
- Give certain customers priority in the queue
- Reroute calls to other call centers where it’s less busy
- Take numbers or make an appointment to be called back when less busy
- Take numbers to send a text message when less busy
- Reserve a spot in the queue without having to stay on the call
Providing such solutions will decrease your call flow and make it more manageable because callers will be less likely to drop out and keep redialing. And even though people often aren’t fond of IVR’s, they surely prefer well thought out and effective IVR’s to being kept on hold for a long time with no information.
Smooth customer experience
When combined properly, this will allow for a smooth customer experience that will keep both your customers and your customer service happy. After all, the better the workload is divided for your agents, the better they can help your customers. At ease and with a smile.Back to newsroom