3 Reasons Customers Hate Your Contact Center

Over recent years, more and more businesses have been forced to adapt their approach to customer service to meet growing customer demands. Today, customers expect the ability to interact with a business seamlessly across multiple channels while being delivered relevant information.

In order to stay alive and compete, modern call centers are required to focus on specific areas of improvement to meet changing customer needs. With that in mind, here are some common customer complaints among call centers along with proven methods to boost customer satisfaction rates

Lengthy queues

When customers are experiencing an issue related to your products or services, they want a quick and efficient resolution. However, customers looking for resolution are often added to lengthy queues and must face long wait times. When customers are finally connected to an agent, they’re asked to explain their issues in detail in order to be transferred to the best agent to solve their problem. Upon being transferred, customers typically have to repeat their issue, leading to frustration and lowered customer satisfaction rates.

To eliminate queues and significantly reduce call wait times, modern call centers must invest in interactive voice response systems, or IVRs. IVRs utilize dual-tone-multi-frequency (DTMF) tones on the phone keypad to automatically route callers to the agents best-equipped to solve their issues. Instead of adding callers to a queue, IVR systems collect data from customers and use previous interaction histories to route customers as needed. IVRs can help your call center run more efficiently by enabling agents to work productively and avoid routing monotonous calls.

Fragmented communication

Modern customers demand the ability to interact with a business across multiple channels, whether it be through Facebook, texting, or voice calls. For instance, if your customer is calling for help solving a product-related issue, they should be able to send a picture of the issue on Facebook without having to be reconnected to another agent. Omnichannel communication allows customers to interact with agents on their preferred channel while being delivered relevant information.

Since less than 12 percent of businesses offer effortless options for omnichannel communication, adopting a unified service can help your call center stand out against competitors. Bright Pattern’s omnichannel call center platform integrates seamlessly with Oracle Service Cloud to provide each customer with an exceptional customer service experience. Oracle call center software allows your call center to offer premium support and increase sales, while making it more convenient for current and potential customers to interact with your business.

Lack of agents

As businesses grow and expand, their call centers receive higher volumes of calls. When call centers are understaffed, agents are unable to devote as much attention to individual customers. In turn, customers with complex issues are often unable to receive a detailed solution. In addition, customers are often forced to wait in long queues until an agent in available to help them. Call centers must focus on providing personalized and exceptional customer service to each customer, so ensuring that your call center is properly staffed is crucial.

If your call center requires more agents, consider hiring remote employees to reduce overhead costs and offer more flexibility in scheduling. Integrating cloud-based call center software can help you build remote offices while hiring the best agents. Cloud-based software can also integrate with other systems, allowing you to outsource your call center without any downtime. 

Growing customer demands have made it increasingly difficult for businesses to offer exceptional customer service. Today, businesses must focus on potential areas of improvement in order to grow, compete, and stay alive. Ultimately, a call center’s customer service experience sets it apart from competitors and can determine its success or failure.

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