Contact Center Solutions Featured Article

A New Year's Resolution: Reduce the Clutter in Your Call Center

January 04, 2013

While a call center may be the first line of interaction a customer faces when contacting a company, it hasn’t always been a pleasant process for customers. While many companies do customer service well, many more do it poorly.

The statistics are sobering: a recent American Express survey of Americans’ attitudes toward customer service found that more than nine out of 10 Americans surveyed (93 percent) said that companies fail to exceed their service expectations. Even scarier, more than half of respondents (55 percent) claimed they have walked away from an intended purchase in the past year because of a poor customer service experience.

Does that sound like most call centers are doing their jobs properly?

So, why is providing excellent customer service such a struggle? How can you not only meet your customers’ needs and expectations, but turn the call center from a sinkhole of capital into a revenue generation vehicle? Many companies have succeeded in this endeavor, according to Guy Yair, Co-CEO of Jacada (News - Alert) Inc., who recently authored an article for Call Centre Clinic.

Yair believes that there are a few issues that need to be resolved before a company can expect to get customer service right, particularly since two of the biggest obstacles to reducing average handle time (AHT) and increasing customer satisfaction are the complexity of the agent desktop and the lack of process guidance.

Don’t let customers get lost in the process. By providing call guidance using dynamic scripting for agents, call centers can ensure that customers aren’t left in mid-process with no resolution. This guidance can be a script or simply the necessary steps to progress the customer through the call and take the required steps to resolve the issue.

Simplify the desktop. The average agent uses eight to nine (and as many as 12) applications on his or her desktop. Toggling back and forth between them wastes time and leads to errors. By consolidating all the necessary solutions on one “master” screen, call centers can shave time off calls and provide better service to customers.

Eliminate duplication. Many of the applications used by call center agents require the same information to be input multiple times. (If you’ve ever been on a call with a call center that seemed to take ages for a very simply problem, this redundant data entry was likely the problem.) By unifying the log-ins and data entry of many different solutions, you can speed calls and quit wasting the customers’ time, leading to better resolution of problems and increased customer loyalty.

By reducing the clutter on your agents’ desktops, you can make their jobs easier and more pleasant. By eliminating errors and lengthy waits for service, you can make customers’ lives easier and more pleasant. In the end, everybody wins.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Amanda Ciccatelli

Article comments powered by Disqus

Related Contact Center Solutions Articles

CorvisaCloud: Listen to your Customers, Address Needs

A CorvisaCloud second annual customer service survey reported an improvement in customer service since 2013; while that is indeed good news, the bad news is that even though businesses profess that 'the customer is king', they don't seem to be doing enough to really wow them. [ Read More ]
10/01/2014

Sound Telecom Points out the Benefits of Multilingual Answering Service

One of the consequences of globalization is the homogenization of the world, which is responsible for companies delivering the same service in locations as diverse as South Africa and New Zealand. Another is accessibility to talent, so companies in Silicon Valley can hire engineers and computer scientists from India and elsewhere. This has resulted in the influx of foreigners in the vast majority of metropolitan cities around the world giving rise to multilingual communities. [ Read More ]
09/29/2014

Contact Center Solutions Week in Review: Capgemini on Shopper Journeys and Role of Social Media

A good way to characterize this week in the Contact Center Solutions Community is that there was a lot of sage advice to be gleaned. We also saw a projection as to how significant the cloud would be on contact center transformations and the fact that even Apple had its contact center a bit over-whelmed thanks to demand for the new iPhone 6s. [ Read More ]
09/27/2014

Contact Solutions Presents My:Time Customer Service Portal

Customers are not only demanding from their businesses that their brands offer multi-channel customer support experiences, they are also demanding that those experiences be fluid, and any deviation, anything the breaks up that user experience into unwanted pieces, can tarnish brands in their customers' minds. [ Read More ]
09/26/2014
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!