According
to a recent study an average customer will spend around 1.2 years of his life
on hold; waiting to speak to a customer service representative. 34% of the
customers hang up before being connected and those who are able to reach an
agent after a long wait are frustrated, disengaged and less accommodating.
Various studies
suggest that 95% of customers with a bad customer service experience will share
it with their peer groups. This not only ends up tarnishing the brand image but
also subsequently impacts the company’s revenue. Clearly, reducing the hold
time is critical to an enriched customer experience and brand image of a
company.
So how, does
one address this problem? The common approach would be hiring more customer
service staff however, it’s not a cost-effective method since during low volume
period the additional call agents available will sit idle. An alternative and
more effective method is to invest in a call center software that provides
speed, flexibility, and scale that matches the needs of a modern Call Centre.
A contact
center software is a platform providing various applications
you wish for – custom call flows, universal queuing, skills-based routing,
callback feature, multimedia contact handling, predictive dialer, integrated
IVR/Visual IVR, built-in CTI, real-time reporting etc. Such software will
greatly reduce hold time, regardless of origin of the call – web, mobile or
inbound call.
39% of the
decision makers find the need for increased flexibility and agility as the most
important benefit for leveraging Contact Centers Software, as per reports of
Forrester Research.
Callback is a
key feature in a contact center solution which greatly reduces the hold time.
Instead of staying on hold, a customer has an option to submit their contact
information and receive a call from an agent as soon as one is available.
Studies show
that this option is attracting various customers; 28% of customers chose for a
callback to spending 1 minute on hold and 63% of customers chose for a callback
instead of waiting on hold. Moreover, this gives an opportunity to the agent to
analyze information available about customers on various channels and he is
more prepared to address customer grievances and deliver enhanced customer
service experience.
Another option
that some of the contact
center software are coming up with is Visual IVR. Visual IVR is
a platform that seamlessly routes inbound callers to a web-based support–
personalizing the journey for customers about to enter the waiting queue. This
type of solution will present a menu to the calling customer and customer can
navigate through your IVR system by a simple click or touch.
Visual IVR
session is more accurate in gathering information it increases the probability
of customer selecting the correct menu options. The call is then routed to the
right agent or to another channel if chosen by the customer thus truly
delivering Omni-channel user experience. This greatly reduces the count of
‘zero-outs’ due to customers feeling frustrated with the IVR.
In the end, the
foundation of rich customer experience is the impression that you value their
time. If you are up to the challenge, the results will speak for themselves.
Teckinfo has achieved its position in the
industry after years of nurturing and meeting the expectations of the call
center industry. Its product InterDialog UCCS is a highly scalable, feature
rich & flexible call center solution which is being used across industry verticals.
InterDialog UCCS is a robust call center software ensuring high availability as
stated by several big industry players in the contact center world.
Want to know
more about the features of our robust contact center suite, click here http://www.teckinfo.com/call-center-software-contact-center-solution.php
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