If you were to ask a customer, what is the worst possible thing about calling customer care; the answer would unanimously be the same thing: they hate having to hold while the agent transfers the call someone else. That is simply testing the patience of the customer, even if you are asking them to hold for a couple of seconds.
Put yourself in their shoes, and you would understand. Say, you are facing some grave difficulties and you call up the guys at the call center who are supposed to be using efficient call center software solutions. Instead, what do you get? You get an agent who listens to your ramblings and then transfers the call to someone else. Meanwhile, you have to hold and re-explain your problem
The ugly truth is that customers do not care if you are putting them on hold for their own benefit. They have called to avail of the services you offer via your contact center. The contact center software solutions that you use must be efficient and immediate in helping you to connect the correct agent with them.
The importance cannot be stressed enough. If this has skipped your mind, it could be why your customers are leaving or why you have failed to win them over so far. But don’t worry, here are some tips which can help you reduce the holding time to a minimum-
• You need to isolate the problem before you start looking for answers. There are certain chokepoints within your system and that is the source of your problems. Even the best telemarketing software has chokepoints; there are bound to be bottlenecks within your process which could be slowing the whole thing down. You need to understand at what exact point during your customer interactions, you’re slowing down. Once you are able to pinpoint that, you can work on eradicating it.
• Self service always eliminates holding time. That is because your customers would be able to find answers to their doubts themselves. You could automate some of your services by using the best available customer contact center software solutions. That way, your agents wouldn’t have to bother about simple doubts and clarifications and would be able to concentrate on more pressing matters. It makes the whole process much more organized and smooth functioning.
• Make sure your agents have the authority to take decisions when emergencies arise. If a customer is in dire need of help, and your agent isn’t authorised to take decisions, then that ends with putting the customer on hold. Senior agents with sufficient expertise in cloud customer service software and experience should be allowed to take steps without having to consult their superiors. It would save a lot of time and would allow you to make progress with the customer.
• The better outbound call center software allow you to develop a well-equipped knowledge base, which, your agents have easy access to. So in case they have certain doubts and queries, they can easily resort to this knowledge base and find out what they need to. That way, they wouldn’t have to put the customer on hold and scour the internet for answers or even take the help of their colleagues.
• Also, you should always leave the decision to the customer. You would be able to sense where the customer interaction is heading from the very beginning. If you think you need to put the customer on hold, you can ask them what they would prefer- getting a call-back or being put on hold. That way, the customer can choose or decide what he or she wants.
The best call center software will help you to retain customers through its features and benefits, including ensuring that you do not lose customers because you’re making them hold for longer periods of time. If that is the case, you could take a look at the aforementioned tips.
No comments:
Post a Comment