Modern
world thrives on digital information; increasingly fast changing technology is
reshaping the way human race approaches their day-to-day lives. Digital
revolution has forced the business ecosystem to adapt and deliver the services
on real-time basis to remain relevant and competitive.
Lot of
investment has ensured that sales and marketing divisions of organization are
better tuned to the new digital customer; however, contact centers critical to
customer satisfaction and retention are yet to catchup to these changes. Today,
we are trying to identify the challenges (a mix of traditional challenges
combined with problems related to digital transformation) which
are commonly faced across contact center industry.
Today, we will
look at some of these challenges and learn how to address them.
Multiple Data Sources
With more and
more use of social media and internet, it is getting more difficult to address
customer grievances. A single consolidated view of customer including
conversation history, customer preferences etc. is very difficult to get.
Contact centers
need to upgrade to Omni channel solutions or invest to integrate data from the
new sources with existing infrastructure. This will enable them to keep up with
the changing trends and maintain presence across platforms.
Call On Hold
As per various
studies, almost 30% of the customers disconnect their calls while waiting to
connect to an agent. As an aftereffect, they feel disengaged and usually carry
a negative perception about the brand; they tend to share this experience with
other customers thereby influencing existing customers as well as potential
customers.
Modern contact
center software are providing callback option for the customers; this helps
them avoid the long queues and tiresome waiting for an agent to be available.
They just need to schedule a callback and the software will dial at the
specified time.
Navigating IVR
It is an ordeal
on customer’s part to navigate through the complex IVR system of the call
center before landing to the correct option. More often than not they will
choose the incorrect option and connect to the wrong agent who will put them
back to the queue. It has been noted that IVR is one of primary reasons for low
customer satisfaction scores and also adds to the call volumes as customer has
to call back again to resolve their grievances.
For customers
who are tech savvy and are comfortable with smart phones, most contact center
solutions have developed visual IVRS. Visual IVR is simple to use where user
can choose the option displayed on their screens. They even can move back
incase opted for the wrong option because it displays the complete journey of
the user on the opted options.
Call Drop
One of the
common issue faced by the contact
center industry is disconnection of calls in the middle of a
conversation. It’s a frustrating situation for the customer as they have to
navigate through a complex system before connecting to an agent and are not
inclined to go through the whole process again. Moreover, they have re-iterate
their grievances to a different agent, a situation they want to avoid.
Use of intelligent
reconnect available in the contact center software will re-route the call to
the same agent who fielded the original call to ensure continuity in the
resolution process. This also increases the productivity and the effectiveness
of the contact center agents and the time invested by them.
After years of
experience in serving the call center software industry Teckinfo has done the
changes in its product folio to meet the need of the hour. InterDialog
UCCS – a unified call center suite is state of the art product
which is capable of handling all such challenges which are face by the industry
. It empowers the contact center to be efficient and thus help them to increase
the number of happy customers without a long queue wait or confusing IVRS.
Visit our
website to see the feature list: teckinfo.com
No comments:
Post a Comment