Customer contact centres are crucial tools in helping to provide a service that meets the need of the customer in the most expedient way, aiming to match or exceed their expectations.The customer experience is key, and so comprehensive understanding of such expectations is vital, as this service could be the difference between the success and failure of any company that relies on this technology to provide its core business functions.
The expectations are clear- the most important aspects of your businesses contact centre is that they can resolve any matter quickly, through the provision of a skilled agent who communicates effectively and treats the customer with respect.Phone based communication methods are still the clear preference with the public to address their issues and concerns, with emails and virtual calling preferred as the backup options should this not be available.
However, the majority of customers remain dissatisfied with the service they receive, showing that many customer contact centres remain very much ineffective at their intended purpose.There are also many questions regarding how centres actually meet need and how they must improve- only around 19% of customers are satisfied with the service they received.Some considerations for companies may be to investigate how they can better serve their customers and create an image of excellent customer service without requiring any cost or a higher workload for the business or its working staff.
Initiatives such as having customers request call backs to avoid the need to wait in long queues and take the pressure off of staff to immediately answer complex calls without reprieve, providing an option of face-to-face video calling to allow a more personalised and effective solution to complex issues and even simple ‘how to’ style videos all provide a level of support that will drastically affect perception.
Businesses need to use companies and industries such CCaaS in the UK who focus on customer experiences that provide a personal and empathetic approach with technological solutions that meet need through many platforms, with experts that can assist company growth and are available globally to remove barriers and ensure any client has the ability to innovate and grow.