Customers today have an increasing number of resources at their disposal for resolving issues or making purchases. By the time they reach out to a call center, they have typically exhausted all of these options and are already feeling frustrated and stressed. In fact, nearly two-thirds of customers surveyed reported that they feel stressed before they even speak to a call center agent and even then, 75% said that the still felt frustrated even if the call was successfully resolved.
Removing this sense of frustration from the customer experience is a challenge for call center managers. For many, getting the call resolved as quickly as possible often trumps providing the customer with a personalized experience and letting them know that their call is indeed important.
There are several ways to begin to improve a customer’s experience; here are some simple—but substantial—steps to get you started:
If people have a positive experience when they call in for assistance, they will become repeat customers. Knowing that their feelings of stress and frustration will be resolved once they reach an agent is what drives consumer loyalty, and this is what makes 3C Contact Services so successful. To find out more about the services we offer and our customer retention standards, contact us today.
Source:
“New Study Uncovers Critical Flaws in Call Center Strategy,” MarketWatch.com, June 9, 2015; http://www.marketwatch.com/story/new-study-uncovers-critical-flaws-in-standard-call-center-strategy-2015-06-09?reflink=MW_news_stmp.
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