It is obvious that however efficient your call center is, all the customers never rate you 5. However, you can maintain your above 4 scores and even boost it by addressing a problem at its initial stage. Its solution comes later. Sometimes, looking at only one side of a coin can cost you the coin itself. Customers can be dissatisfied due to even a slightly poor performance of an employee. Have you ever thought about what might be an incentive for them to perform better? Have you implemented all the fundamental practices of a contact center? This article throws light on the root causes. And of course, how to uproot!
3 Unique Ways To Face And Fight Challenges At A Contact Center
A. LOW CUSTOMER RATINGS
Low customer satisfaction ratings are the most damaging for your company. They not only drive away your existing clients, but they also make it difficult for you to attract new ones.
Solutions:
- IVR
The ideal approach for increasing customer happiness and loyalty is an efficient Interactive Voice Response or skills-based routing. IVRs swiftly direct customers’ calls to the most suitable agent or department by providing a more individualized experience from the outset. Even if all agents are busy, the team will never lose a high-value customer since more sophisticated technology moves high-value customers to the head of the waiting queue.
- SURVEY
You may learn a lot about your goods & services from the information that customers give you. Feedback is essential for assessing agent performance. The information really reduces the number of issues that might arise in contact centers.
- REITERATE KPIs
Your customer service could be harmed by your agent performance metrics. KPIs like AHT put pressure on agents to answer calls in a set amount of time. They tend to respond poorly in such a situation. Or maybe, transfer the call which in turn increases the queue time. The call might even get disconnected. So, it’s far better to relook at your KPIs and get rid of traditional ones.
B. LOOKING AT ONLY ONE SIDE OF A COIN
Only serving clients and customers will not serve the purpose. Looking around, if not within, might tell you where the problem lies. Agents are under pressure from a variety of parameters along with the pressure to shine. Furthermore, a preoccupation with traditional metrics might hinder their ability to perform better. The usage of KPIs like customer satisfaction (CSAT) is more widespread than that of staff satisfaction (ESAT). In their contact centers, almost half of the respondents, don’t monitor employee happiness.
Solution:
QUALITATIVE & QUANTITATIVE KPIs
An emphasis on qualitative and quantitative indicators can be used to boost performance levels. Like a Net Promoter Score, balanced scorecards, and real-time customer feedback. After all, satisfied consumers are more likely to result from happy agents. This must be included in call quality monitoring.
C. NON-INTEGRATED SYSTEM
Many contact centers use several, outdated software systems and tools to assist with their daily operations. This implies that agents are wasting a lot of time on administrative duties. They open separate apps only to answer one inquiry. The amount of toggling makes it difficult to provide a timely and satisfying customer experience. All contact center outsourcing services recommend an integration.
Solution:
CLOUD INTEGRATION
A cloud-based software eases the communication between companies and customers. It also enables agents to manage multiple systems from a single location. It provides the necessary tools to manage the quality assurance (QA) operations of your contact center. Centralizing training as well as evaluation helps when rewarding an agent for his/her performance.
CONCLUSION
It is evident by now that there will be challenges while heeding customers. However, if you have a team to tackle, it will never go below 4. So, it is the team you have to build and the most to work on.
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