How to Avoid Call Center Disasters Even Before they Happen

How to Avoid Call Center Disasters Even Before they Happen

Posted on May 10, 2015

Read these three tips and prevent call center disasters even before they happen.

When we have questions that need answers or require tech support, contacting customer support over the phone is one of the most infuriating experiences that a customer has to face. However, if you are a business owner, it is your job to ensure that your customers have the exact opposite experience.

So, what infuriates a customer? Most customers are infuriated by speaking with an incompetent or rude call center agent. Customers also get dissatisfied when they are unable to reach a live person, when getting disconnected, when having to explain their issues more than one time or when being put on hold for a long amount of time.

When you outsource call center services or if you run call center operations in-house, there are a few steps that you can take to make sure that your valuable customers receive the best possible customer support.

Here are three tips on how to adequately prepare for customer service disasters even before they happen.

1. Start with your call center agents

Delivering good customer services start with engaging the best call center agents and providing proper training. According to recent studies, over 93% of customers will forgive a company that is unable to help them, if the representative is friendly, respectful, patient, knowledgeable or sympathetic.

Your business should equip your agents with the right information and tools. You would also need to provide agents with customer data and readily available scripts even before they start taking customer calls.

Your company should also have a greater knowledge of how your agents are performing, in order to determine their weaknesses and strengths. Understanding the capabilities of your agents over time can be used to match customers with the right call center agents. This will deliver better results.

2. Utilize the best call center technology

Choosing the right call center company or software can be a challenge, but having the required technology is the key to offering quality customer support services. The solution that you choose should include robust capabilities, like providing comprehensive data on your customers and routing calls to the most qualified customer support representatives for hard-to-resolve issues.

Make sure that your call center technology helps your business make sense and extract value out of all the available data. You should be able to make correlations from different types of data and then be able to use it to understand the needs of your customers.  Such technology will help you serve your customers in the best possible manner during a call.

3. Tap into the power of your data

Today contact centers collect tons of data from their customers, right from the time when a customer picks up a call. Such information can be put to good use through predictive analysis, which makes it possible to pair customers with the best possible call center agents who can resolve their issues.

Tapping into your data, enables your call center to minimize customer frustration by intelligently matching the best agents with the right customers. This matching, places both parties in the best situation to resolve problems quickly. It also ensures exceptional customer support services, from which customer loyalty can arise.

Do you want to outsource call center services to India? If yes, we at Outsource2india can assist you with a wide range of inbound and outbound call center services. Read more.

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