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Four Call Center Customer Support "Musts"

Posted: by: Chuck Ciarlo

Look at any survey about customer service and you’ll find that billions of dollars are lost each year when it is not handled efficiently.

Service is at the core of every call center function, and toward that end managers invest time and capital into a wide array of technology and employee training efforts.

There are many steps that can be taken to boost service. But some of them are really no longer options given the state of the industry and customer expectations. Here are four ‘musts’ that should be part of any call center operation.

1. You must allow customers to switch channels

According to the Harvard Business Review, more than half of all call center customers will at some point attempt to get something done online, but will have to switch to a phone call to make it happen. That transition should not only be possible, but also be actionable in a way that all information provided online is transferred to the agent so it does not have to be repeated.

2. You must provide self-service options

Not every customer issue requires a phone call. Self-service customer portals are not only convenient; they will also reduce call volume.

3. You must answer calls promptly

Everyone is less patient now because we’re accustomed to the instant responses technology provides online. Call centers cannot always provide that same instant response, but that won’t prevent customers from expecting it. Keep people on hold too long and they won’t be customers anymore. The forecasting and scheduling tools in a workforce management solution make this goal much easier to accomplish.

4. You must be able to handle service requests via mobile app

A Salesforce survey predicts that the number of inbound customer service requests via mobile app will increase by 38% over the next year. If your company does not provide this capability, there’s a good chance your competition does.

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