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
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.