Meeting customer expectations continues to be a moving target, as the wants and needs of consumers evolve. It’s a challenge, but it needs to be met with intentionality or customers will leave to find a better customer experience with your competitors.
One area in which most companies know they could use some improvement is in fully understanding customer needs. The problem is that when not enough is known about customer problems, agents can’t assist them and it becomes nearly impossible to reach adequate customer satisfaction goals. The best contact centers focus on understanding the most likely customer needs and how to satisfy them.
Keeping Up With Demand
There are always times when customer needs are minimal and times when customer service is in higher demand. There are two ways to combat this, the first of which is to invest in the infrastructure capable of managing the influx of calls, and the second is to have enough agents on hand to manage the flow of calls.
This can be impossible for in-house contact centers where seats are limited. Customers are put on hold for longer than they’re willing to wait and overworked agents become flustered. The pressure is too much and the customer experience does not meet expectations.
When you outsource to a professional contact center, you get the scalability you need during the busy season. Furthermore, these contact centers upgrade their infrastructure so they are equipped with the latest technology that can manage high call volumes. They hire the number of agents needed to assist during heavier times.
Nothing is more frustrating for a customer than to be on hold and finally put through to an agent that doesn’t have the answers they are looking for. This happens in contact centers where training is not a top priority.
At Protel BPO, we’re 100% committed to giving our agents the tools they need to succeed. Furthermore, our agents are friendly, delivering top-notch service with a smile. This checks off all the marks consumers demand today in the companies they do business with.
At Protel BPO, we’re able to help our clients keep their service promises and expectations by delivering the best possible customer experience with every call we make and receive. Contact us and find out more about our dedication to your customers.