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Why the Customer Experience Matters for the Call Center on Demand
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Why the Customer Experience Matters for the Call Center on Demand

December 03, 2014

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By Susan J. Campbell,
TMCnet Contributing Editor

The customer is always right – this is a customer service concept that has long had its place in many a business, yet fails to really help a business hit a higher level of customer care. In other words, is it better that the customer feels right or that they feel like they have been heard and their problem solved?


Every business needs to focus on a customer care plan, whether it’s to ensure phones are answered in a certain way, customer complaints are handled within a certain timeframe or call center on demand agents are provided with the necessary tools to ensure satisfaction on the first contact. The point is to outline that plan and how you intend to handle customer interactions.

Customers are the lifeline of your revenue streams, which means they matter to your business. If this isn’t believed by every member of your team, your customer service efforts will fall short. Therefore, you have to have an executable plan in place that focuses on the customer experience and measures their level of satisfaction.

Maya Angelou once said – people don’t always remember what you did, but they do remember how you made them feel. While it may not be an exact quote, the point is that the customer cares less about being right and more about how you made them feel in the interaction. Therefore, deliver comfort while also narrowing in on respect.

A recent Business2Community article helped outline some of the things you can do to improve outcomes for the customer base. Don’t make a customer have to provide information more than once, click through too many screens to get to what they need or wait on hold to get a simple answer.

It’s also important that human contact is accessible. It’s not uncommon that the call center on demand will offer self-service channels. This is a good thing as many a customer would prefer to handle their own transactions when and where it is convenient for them. The key to ensuring satisfaction is to make the live agent available if the self-service transaction doesn’t go as planned or the customer needs additional help or information.

Finally, provide convenience wherever possible. That self-service channel is only convenient if you have removed obstacles to successful use. Anticipate what your customers want and make those things readily available without challenges, where it fits in your business model. Keep in mind that you need to provide the same level of convenience across all channels so that customers have the consistent experience regardless of the choice.

These tips are important for any business, but especially for the call center on demand. Train your agents according to the needs of the business and the customer base so the right balance is achieved each time. In doing so, you can forget about who’s right and instead focus on creating the quality experience.




Edited by Stefania Viscusi
Call Center On Demand Home Page





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