Contact Center Service: Getting it Right the First Time | Quality Management Blog

Information how you need it.

Interested? Monet offers exceptional videos that allow you to explore how we can help, at your own pace. Click below to select from a wide variety of quick, informative and self-paced videos that you can watch right now.

Watch a Demo

Quick, informative and self-paced videos you can watch right now.

Watch Now

No, thanks. Keep Reading.

Quality Management

Practical information about call center recording software, call monitoring and quality assurance for contact centers

Contact Center Service: Getting it Right the First Time

Posted: by:

Any expert in business or marketing will tell you that it’s easier to keep the customers you already have than to get new customers. But how can you convert first-time customers into reliable repeat business? 

Often, this responsibility falls on the contact center – and the agent that picks up the phone may have just one chance to get it right. 

This was the conclusion of a survey of more than 2,200 Americans by the PH Media Group. Almost 60% stated that if a first call to a company’s customer service line isn’t handled properly, they will not be calling again – or buying any more products from that company. 

If you are a business with products or services geared toward seniors, the news is even worse – 63% of those surveyed said you get one call to provide good service, and if you don’t they look elsewhere. And since seniors are still the group that is far more likely to contact a business via telephone rather than an online platform, it puts even more pressure on your agents. 

Millennials are slightly more forgiving, but more than half will leave as well after a negative call handling experience. That’s a more difficult loss, since with 18-24 year olds these could be customer relationships that will last decades. 

A Renewed Commitment to Service

The challenge is how to make certain that first-time callers are always treated right. That responsibility falls first on the agent, but managers have a role to play as well. They should have a reliable forecasting and scheduling system in place so there are always enough agents available to deliver quality service. They should be utilizing call recording for performance management, and making sure regular coaching and training sessions are scheduled to keep your team engaged. 

Well-trained agents and quality technology, working together, improve the likelihood of a successful resolution. 


Learn More

Comments are closed

A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

Watch Video