3rd Party Remote Call Monitoring Feature

There is truth in the saying “you can’t please everyone,” but that doesn’t mean you shouldn’t try, especially when it comes to your customers. An annoyed or inconvenienced customer can spell bad news for business, which means it’s vital to keep them satisfied. One of the best ways to do that is through proper monitoring services, to ensure that agents are providing the best help, and customers get quick and effective results.

According to research from Avaya (News - Alert), the cost of inconveniencing a customer can be greater than one would imagine. If a company makes customers put too much effort into getting an answer or help, 66 percent of them are likely to drop the company and take their business elsewhere. They want to get maximum results with minimal effort, and as they are the customers, their satisfaction can affect a company’s income.

So what qualifies as a good customer experience? According to the aforementioned research, they need a customer service agent with good knowledge of the products and services, as well as friendly and engaging representatives. However, if they have to constantly contact a company to get resolution, or can’t reach a human when they want to, that certainly counts as a bad experience. Over half expect a company to follow-up on the call to provide any answers or complete transactions, and nearly just as many despise being transferred repeatedly.

As such, proper monitoring is needed to ensure that customers are receiving the help they need, when they need it. A good third-party remote monitoring service can keep an eye on agents, ensuring they know what they’re talking about and are helpful to the customers, as well as ensure that customers don’t get transferred too many times or have to jump through too many hoops.

With this kind of monitoring, customers can remain happy, and happy customers are always good for a business. Companies that use 3^rd party remote monitoring services will bring in far more return customers than businesses that let them slip away through bad services, which will in turn recommend the business tofriends. A little effort to ensure customers receive the convenience they want can go a long way for the health of a company.