Customers might have to call you, but they don't want to. Why? Because customer service call centers have such an overall bad reputation that you're working against that reputation from the very start. People have referred to it as "voice jail" and there are how-to instructions all over the internet on how to break out of it and reach a real human being. Having an inefficient phone system puts you on an immediate adversarial footing with the customer who is at best irritated upon reaching your customer service representative.
How to avoid this trap?
There are a lot of things that your customers dislike about your call center, but let's focus on the top five. If you can remediate these, you stand a chance of actually mollifying the customer instead of getting a blistering review on Yelp or an upvoted rant on Reddit. Yes, people do use social media to talk about their experiences with their peers, and this can influence how people view your company.
- IVR maze and information drop. Customers hate wandering around in your menus and submenus, saying yes or no, pushing pound and star, giving account numbers and other information. Then they reach your Tier 1 CSR and they ask for the information that the customer has already given.
- You can't get there from here. Customers want a clear path to reach a human being who can help them with their issue. That's it. It's that simple. Disabling 0, and blocking voice recognition for "agent" or "customer service" feels like a slap in the face.
- Can't do that. Reps can't send email or text to the customer, or they can't give the customer a callback number to reach them directly. It's later third of the second decade of the 21st century. The internet has existed for decades. People live and die by their email and smartphones. Your company needs more ways for your call center to meet customers on their own terms.
- No recall. Is there anything that drive you nuts like repetitive hold music and some variation of, "Due to high call volume, you may experience a delay in reaching a representative. We value your call. Please continue to hold and your call will be answered in the order received." Value your customer's time by giving them the option for a call back as soon as a representative is available.
- Lost in translation. Everyone understands that offshored call centers are a fact of life. Your customers might not feel the same, especially when having given their information in the IVR they are asked for sensitive information such as social security or full account numbers.
Updating your call center software to address these problems can play a big role in wiping these five pet peeves off the map, and put you on your way to happier and more satisfied customers. You'll notice that the reduced wear and tear on your staff helps to reduce turnover, hiring, and training associated expenses. Take this opportunity remake your call center into an asset that helps sell your company to your customers, and lets your satisfied customers humblebrag to friends and family about what a great company they deal with. Work with ChaseData to deploy fast, workable, creative solutions that can make everybody happy.