Streamlining call center processes is the biggest need of the hour. Millions over conversations regarding to poor customer care services happen almost every day. Its one thing to produce and deliver quality service and products but providing support services is a complete different story all together. Every week almost everyone contacts the customer support of the product company in some form or the other, their call experience is something that is usually inconsistent.
A lot of companies produce and provide good quality products and services, but they let their quality work down by providing disappointing and frustrating after service. Majority of the companies these days prefer to adopt call center solutions as their front end support to customers and data over the years proves it to be much more efficient.
So every entrepreneur is aware that call center companies are very critical for the whole industry but how they streamline it is something which is very critical.
Here’s a list of basics successful call center companies implement
Productive Usage of IVR (Interactive Voice Response): Every call involves a user to interact with an IVR for a good amount of time, lack of proper call forwarding and confusing menu options often build up to frustration which is later taken out on the agent. IVR should be designed in a way which involves minimum options, assigning a team of agents to transfer an initial call to the right department is helping a lot of companies in avoiding wrong transfers.
Proper utilization of IVR Messages: When a customer is waiting on a call to get connected to an agent instead of using music companies to use that slot for informing the customer about the estimated time for an agent to attend a call. Hold time can also be used for informing a customer about quick fixes to known issues and keeping users informed in case there are outages or delays of any sort.
An agent can help a customer with his full potential only if a customer has a decent experience from the time the call was made to the time the call got connected to the agent. It’s not a tough task but yes it is a tedious one.