Call Center Scheduling Featured Article
SMBs Face Challenges Getting the Customer Support Off the Ground
When it comes to supporting customers, many companies often don’t have the option to buy their whole platform from scratch. Most small to medium-sized companies (SMBs) grow incrementally, and often begin with telephone support before adding new channels such as Web-based customer self-support, mobile apps and IVR-based self-service options. Making it all fit – new channels and old – can be a huge challenge. It’s an important one to get right, however, since customers will judge your company on how easy it is to do business with you. They’ll seldom wait around for an explanation or an attempt by a company to salvage a transaction.
In a recent interview with Sophie Conti and Eric Hallquist of Customer Service Lab, Talkdesk’s Maya S. Horowitz found that companies sometimes hesitate in making the decision to buy call center technology. They may not be sure about what they need, or what customers want. They may doubt their ability to support the new channels. And once they have personnel and a system in place, they will need to consider supplemental technologies that will make the most of the new platform.
One of those supplemental technologies needs to be a solution that ensures that the right people are on the phones at the right times.
“Your team will now need to implement a more rigid schedule,” wrote Horowitz. “Customers must know that you will be reliably available for their phone support needs at clearly defined times, so it’s important to be explicit about your windows of availability on your site.”
A good scheduling solution can help you identify the times that extra manpower is most needed – most companies can point out a predictable, cyclical pattern of call volume. It can also help you ensure that people with the right skills are on the phones (or other media channels) when they need to be.
If you’re not certain which channels are right for you, and what options your customers are going to want, the most direct solution is to simply ask them. Who better to ask about what your company needs for customer service?
“Customers will tell you very clearly how they want to contact you,” Hallquist told Horowitz.
Another way to choose new technology is to make a list of what’s most important to your company and business and pick according to that list. What customer experience would you like to create? How are you going to use this solution? What is your call volume? Will you be using this call center locally or globally?
“Once you’ve assessed your needs, do your research,” wrote Horowitz. “Talk to other companies and look online. Request a demo for any solution you are considering and ask thoughtful questions. Speak to references. Get a feel for not only the software, but also the team at the company you would be buying from.”
Many contact center solutions designed for SMBs have a variety of optional modules and features that can be added as the business grows (call recording, for example, or speech technology and analytics). Some features may be tempting, but on reflection, you’ll find they’re not really necessary and will complicate the solution and the work of the people who will be supporting customers. For this reason, it’s important to make a list of needs and goals and stick with it. As your company grows, you can always add these extra features on as needed.
Edited by Stefania Viscusi