Most of us have had a poor experience from a contact centre at some point. Whether it involved having to go through long-winded, laborious menus that will supposedly get us the right person or having to repeat information numerous times to different members of staff, it can be very frustrating – but does it really need to be? Are customers’ expectations so insurmountable?
What do customers want from contact centres?
In short, they want their requirements met in a timely and professional manner, whether that’s paying a bill, asking a question or placing an order. That can’t be too difficult, can it?
Without always being conscious of it, most customers have two levels of expectations in their minds: one that would meet their expectation and one that would exceed it. Those companies that regularly exceed expectations tend to fare better than those that do not.
According to a report by McKinsey, it’s not simply these individual customer interactions that are important; instead, it’s the client’s experience across their entire lifecycle.
Of course, we’re not just talking about phone calls here. A customer expects a consistent level of experience from your business whether they call you, email you, write a letter or take part in live chat.
Using technology to meet customer expectations
There are many technologies that an organisation can use that will help to streamline the communication process and make each customer interaction as effective as possible.
Voice over Internet Protocol (VoIP) is a means of making calls via the internet rather than traditional phone lines. It tends to be significantly cheaper to set up and has lower ongoing costs. These are achieved through wholesale az VoIP termination rates, and companies such as https://www.idtexpress.com/ have a wealth of experience in supplying such systems to businesses.
In addition to being cheaper, it has other benefits. A VoIP system tends to be feature-rich in comparison to traditional landlines, and this additional functionality can be changed quickly and easily. This means that processes such as call routing and reporting are much quicker.
To make sure that interactions with your customers are as effective as possible and that agents have access to client history, Customer Relationship Management software can be invaluable in giving you a single view of your client and their history.