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Understanding What Customers Expect From a Contact Centre

Understanding what your customers want and expect could be considered the first step in providing superior customer service. Customers are looking for a seamless experience and want their problems or queries to be resolved quickly and effectively. This blog will give you an insight into what customers expect when they phone, email or instant message a contact centre.

Fast Solutions:

Research from McKinsey, illustrates that the one thing that customers seek more than anything else, is a rapid solution to their queries. Therefore, agents need to be skilled and equipped with the necessary knowledge to be able to deal with any query that comes their way. It is crucial that agents are regularly trained so that they have the ability to resolve complex issues.

In addition to ensuring agents are trained, contact centres should consider integrating their call center phone system with their Customer Relationship Management Software, so that when a customer calls, their information will appear on the agents screen. With the caller’s information directly in front of the agent, it means agents are better prepared to resolve a customer’s query.

Human Interaction:

Self-service options through chatbots, artificial intelligence and other technological advances have made it possible for customer’s issues to be resolved without the direct involvement of human agents. However, in the age of digitization, human interaction is a priceless differentiator. Customers still expect to have a live conversation with an agent, particularly when they have a concern or problem and are seeking a fast resolution. When there is a tough issue to discuss, or when self-service options have led to a dead end, we want to talk to another human to cut through it all.

24/7 Support:

As illustrated by Zendesk, the advent of the internet has resulted in consumers getting used to 24 hours a day, 7 days a week ‘always on’ lifestyle. In today’s omnichannel and online-first world, customers demand instant service both day and night. Customers can place orders for just about any kind of product or service, regardless of the time. This means that consumers demand your attention and customer service on a 24 by 7 basis. Offering 24/7 customer support will give your contact centre a competitive advantage and should be considered a priority in the development of any effective contact center.

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Crios Group is a cluster of Irish Business Process Outsourcing (BPO) companies who provide customer contact solutions, sales support, financial services & multilingual support.

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