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We're all familiar with the blind spots in our cars: those points just beyond the edges of our bumpers where our vision starts and the potential for deadly collisions start. In business, there are blind spots as well…they may not put anyone in danger of mortal injury, but they can be destructive all the same. Often, they have to do with customer relationships and the lack of visibility many companies have into previous interactions.
The 'Customer Journey' is a phrase we're starting to hear a lot more today as businesses struggle to keep and attract new customers.
Before talent benchmarking, the contact center was successful in its hiring practices 47 percent of the time. Once benchmarking was put in place, the company improved that number to 59 percent, demonstrating a 25 percent improvement. The method also helped cut down the number of times the organization hired agents who were later found to be poor fits within the company and likely failed to deliver on quality customer care expectations.
This is where a healthy shift in thinking could be beneficial for the contact center industry. Putting the customer experience first and financial challenges second could help drive a positive outcome in the end. This may appear to be backwards thinking, but consider the contact center that drives the quality customer experience. The center has more customers to engage with because they're doing it right. This drives revenue and keeps the cost of every call at a minimum as customers are happier.
New research has shown that a mere five minutes of preparation can help boost success with sales calls, yet four out of five prospective customers says it appears that callers haven't bothered to do their homework.
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