There is a reason companies say their employees are the most valuable asset in their organization; the brand experience they offer is the voice of the company. It’s for this reason that your contact center should be staffed with high-quality professionals capable of representing your brand in a way that is consistent with your company culture.
The truth is, your contact center can make or break your brand. Consider the side effects that come when your customers have an unpleasant experience with your contact center representatives — a damaged reputation, a reduction in customer lifecycle value, quality leads that fail to convert, and top employees looking for better work experience elsewhere.
The question becomes: “why does this happen?” The answer is that you’re failing to meet customer expectations, the three most important of which are that they expect to have their problem solved in an efficient manner; they want to speak with a customer service representative who knows what they’re doing; and finally, they expect to have a pleasant personal interaction.
Lessons in Contact Center Failure
How much do you enjoy being on hold, waiting for a representative to help you with your issue? According to some studies, only 25% of individuals would rather wait than have a call back when an agent is available. If you don’t offer a call queue management solution with your contact center, you’re missing out on an opportunity to cater to the needs of 75% of your clientele.
Have you ever been passed around like a hot potato when you interact with a contact center? It’s beyond frustrating and can lead to once-loyal customers jumping ship. There are several reasons that this happens, one of which is that the agents aren’t equipped with the information they need to truly assist a customer, leading to a poor brand experience interaction. This happens too often, but when you partner with the right contact center, the “hot potato” issue is not an issue.
Proper Training Matters
When a contact center employs people with a lack of experience and/or poor training, they’re setting themselves up for failure on multiple fronts. First and foremost, they get off to a horrible start by not offering a friendly greeting. This sets the tone for the entire conversation and can be a deal-breaker. A poorly trained individual doesn’t have the information they need to properly address a customer’s issue. They are often poor listeners and thus appear not to value the customer’s time or problem.
Properly trained individuals are armed with the skillsets to excel. They’re given all the tools they need to proceed with confidence, leading to a positive customer service experience, which has many benefits.
Partner with the Best
At Protel BPO, we’ve embraced all the best practices for bringing value to contact center services, leaving our customers with a more favorable brand experience. From adopting automated technology and digital solutions to implementing call queue management to hiring only the most dedicated agents, we know how to deliver customer service that makes a difference. Find out more about our friendly services by contacting us today.