Organizations and businesses cannot survive without providing proper support services to their customers. It has become a necessity for them to hire an offshore call center and outsource their various processes to them. Apart from customer support services there are many more functions and tasks for which organizations require the help of these service providers. However, organizations should try to simplify and streamline their processes in such a way that they require minimum effort from customers. Most of the time, customers complain about the amount of energy and effort that they have to put in every time they call a support staff department. Here are a few tips that can help you in making a process that requires minimum customer effort.
Don't Ask For Details From Customers More Than Once: The most irritating thing for customers is to remember all the details and tell it to agents every time they call. Further, also make sure that when a call is transferred from one department to another the details of the customer and query are also forwarded to the concerned departments. There are many CMSs that would enable this feature very easily. Further, the details entered by the customer in IVR system should also be displayed to agents so that they are not required to tell the same information again.
Route the Call To The Last Spoken Agent: If a caller has called in your contact center previously also then you must have a record of that conversation. You should use an intelligent routing system that could easily route a call to the last agent with whom the caller had conversation. This strategy has proved very effective in solving the queries of customers as the agent who handles the call knows the caller and is most likely to understand the problem of the caller.
Multi-talented Agents: Your agents should have multiple skills. The front-line agents should be well trained and soft skills should be developed in them. They should be made capable of handling any type of customers that may call. You never know what type of customers might call you therefore you should always be prepared for handling any situation. Giving them proper training from experienced trainers and agents could easily develop such skills in them.
Vendors offering call center services should try to implement the above mentioned strategies in their contact center as it would definitely help them in enhancing the level of their services. Whether you are an inbound call center or an outbound call center, you need to make sure that your customers are totally satisfied with your services.
Don't Ask For Details From Customers More Than Once: The most irritating thing for customers is to remember all the details and tell it to agents every time they call. Further, also make sure that when a call is transferred from one department to another the details of the customer and query are also forwarded to the concerned departments. There are many CMSs that would enable this feature very easily. Further, the details entered by the customer in IVR system should also be displayed to agents so that they are not required to tell the same information again.
Route the Call To The Last Spoken Agent: If a caller has called in your contact center previously also then you must have a record of that conversation. You should use an intelligent routing system that could easily route a call to the last agent with whom the caller had conversation. This strategy has proved very effective in solving the queries of customers as the agent who handles the call knows the caller and is most likely to understand the problem of the caller.
Multi-talented Agents: Your agents should have multiple skills. The front-line agents should be well trained and soft skills should be developed in them. They should be made capable of handling any type of customers that may call. You never know what type of customers might call you therefore you should always be prepared for handling any situation. Giving them proper training from experienced trainers and agents could easily develop such skills in them.
Vendors offering call center services should try to implement the above mentioned strategies in their contact center as it would definitely help them in enhancing the level of their services. Whether you are an inbound call center or an outbound call center, you need to make sure that your customers are totally satisfied with your services.
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