One thing that customer service call centers dread is customer backlash and this is something that is becoming all too common for call centers all over the world. Disgruntled customers choose to do business with a rival instead of you because you could not offer them the after-sales service that you promised. When customers consider their trust to be breached their reactions include a poor perception of your company, reduced likelihood of doing business with your company, and almost no chance of recommending your company to a friend.
Customer call centers invite trouble when they deviate from the maxim that an existing customer who has paid good money deserves respect; ironically most businesses are aware that it’s easier to retain a customer than go for a new one.
Poor customer perception of business call centers is not industry-specific. Its spread across industries covering businesses of all sizes. Too often, businesses lose sight of customer requirements and in an effort to improve operational efficiencies they cut corners and try to reduce costs. This affects call center performance.
If you are running a call center, you should know where the trouble lies; here are some of the issues that are pet customer peeves
* Having to make more than one call and then talking to more than one customer representative
* Having to stay on hold, deal with IVRs and a menu that is anything but easy to use.
* The absence of dedicated executives, so that each call is a new beginning where the problem has to be explained afresh.
* Poorly trained executives who more often than not escalate the issue to their seniors while you are put on hold.
If you wish to improve your customer’s experience when interacting with your call center, here are a few things that you need to understand –
* Time and effort devoted to offering customer service should not be viewed as an avoidable cost, also your call center is not a cost center it is a profit center which if run properly will get you a very quick ROI on what you put into it. It also means that you have to select your call center
* A successfully closed issue helps a great deal in retaining a customer.
* Only trained staff can deliver consistent results so focus on training the staff, quality control. Attrition can prove to be a drain on your resources so work on retaining the experienced and talented staff.
Remember there are a lot of intangibles and trifles that lead to improved customer call center performance which in turn enables you to achieve sales conversions. Empathize with your customer and you will be handsomely rewarded for it. . Do not forget that it also means that you have to carefully select your call center CRM application.
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