Using Technology to Eliminate Common Call Center Complaints

May 9, 2017 mellis

Using Technology to Eliminate Common Call Center Complaints
Kevin McMahon
Tuesday, May 9, 2017 - 09:45 Call Center Complaints

All businesses, to varying degrees, must handle customer complaints. Improving customer service can often be a challenge. Of course, it makes sense to avoid complaints, minimize mistakes and reduce frustration in the first place. But that’s easier said than done, right?

Not necessarily; with the right cloud contact center technology in place you can deploy simple changes that allow agents to efficiently deal with issues while having a huge impact on customer service and satisfaction.

Stop Forcing Call Center Callers to Enter the Same Information Over and Over Again

A common complaint from customers is being asked to repeat information that they have already given. It’s a poor experience when a caller gets passed around, repeating themselves over and over without receiving a swift resolution.

Using intelligent, data-driven routing helps to get inquiries to the right agent the first time and in the shortest time possible. With a quick CRM check, based on caller ID or other information, the call (or email, chat, etc.) can be automatically routed straight to the proper agent.

You can set simple and straightforward rules, like routing customers with an ongoing billing issue to accounting. And you can personalize the customer experience by connecting callers to an agent they’ve spoken with before. 

Another cause of unnecessary repetition (and frustration) is a lack of cross-channel visibility. If a customer switched from email to a phone call to get a faster resolution, but they’re faced with an agent who cannot view their history and emails, they once again they must repeat themselves. Avoid this by making sure your system can present a unified view of all customer communications across all channels.

Cut Long Call Center Wait Times

Another common customer service issue is not offering a call back during busy periods. There are always going to be unavoidable peaks in call volumes, but that doesn’t mean you should leave your customer in a long queue. First, make sure to supply call queue information such as wait time or current position.

To prevent the problem of a lengthy wait, it’s good practice to recognize the value of the customer’s time and offer a call back. With the right contact center software it’s simple to create a rule that triggers the call back option when a queue length reaches a certain threshold.

This could be from the next available agent (i.e. keep their place in the queue) or it could be a more convenient time later in the day to suit the customer, allowing them to input their desired call back time and then automatically scheduling this within your system.

You could also play personalized messages at the start of the queue by using intelligent data look-ups, such as the scheduled delivery date for an outstanding order or announcing the date that their back-ordered item is due into stock. These types of messages can often pre-empt the caller’s question and they won’t need to continue holding or request a call-back as their question has been answered in queue without a live agent.

Of course, you will always still need to have skilled and personable team members to handle calls (and emails, tweets, chats, etc.), but with the right technology customer service is easier to manage and the traditional call center gripes can be eliminated. 

To learn more about improving the customer experience, read our research paper, “Converting Customer Experience into Revenue.”

Call Center Customer Experience

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