Contact Center Solutions Featured Article

New Call Rates Mean Businesses Must Up Customer Service Game

June 18, 2014

The abolition of premium rate numbers will lead to more customers directly contacting business, which is something to be welcomed, says Dave Ogden, Account Executive at Aspect (News - Alert) Software.

While some businesses may feel that the “floodgates” for complaints are opened now that calling is much easier, this is not the right attitude to take according to Aspect.

Interacting with customers should never be looked at as a negative, says Ogden, whether this is over the phone or through social media. “A potential increase in calls should be seen as an opportunity to gather more customer information and create more loyal customers,” he says.

“With no premium rates, there is the possibility that companies will receive more calls, and it’s understandable why they might be worried,” adds Ogden. “It’s always difficult to appease a customer if something goes wrong – typically, you’ll have to offer them something in the way of compensation such as a discount to a monthly subscription, or a refund.”

Ogden goes on to explain how not being prepared for these new scenarios can mean losing business to your competitors.

An increase in calls may show up some of your customer service shortcomings though and now is the time to address those.

“It’s important customer service strategies are aligned to the modern customer as, in today’s world, customers expect 24/7 support and contact through different channels and devices – including smartphones, tablets and social media – as well as fast and immediate feedback,” continues Ogden.

“If a company has a multi-channel contact centre environment, then abolishing premium rate numbers shouldn’t cause any issues as customers have already been using other preferred contact channels to solve their problems.”

“Change is always difficult,” ends Ogden but there is great opportunity for all businesses to expand their customer services, strengthen relationships and with that increase business and revenue.




Edited by Maurice Nagle

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, Aspect Software and Nice Systems

What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
11/22/2014

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014

Ozonetel Integrates CloudAgent with Zoho CRM

A big part of improving the customer experience, regardless of whether you are an enterprise or a service provider, is breaking down the silos of customer information that exist inside an organization. Having a full view of the customer is important to customer lifecycle management and hence the overall customer experience. And, one of the big places to look for enhancing visibility into all things customer related is obviously tight integration with various capabilities with customer relationsh… [ Read More ]
11/21/2014

LiveVox Data Center to Bring Cloud Contact Center Capabilities to Canada

As financial results from various contact center and unified communications (UC) solutions providers continue to flow in for this quarter two things are becoming increasingly clear. First, is that those seeking to upgrade their customer experience capabilities are accelerating the adoption of the cloud and hybrid solutions as their preferred path. Second, is that North America continues to be the hotbed of this with not just the large U.S. market as a target of opportunity, but also the vibrant … [ Read More ]
11/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!