Improving call center customer experience - 900 Words

Improving call center customer experience Delivering the ultimate call centre customer experience sets a company apart from companies that offer the same service. It makes customers loyal to the company solutions and hence more profits. The call centre is one major contact between the customers and the company. This is where the clients make inquiries, suggestions, orders and complaints. Thus, its importance cannot be overemphasized. Best practices in call centre environment. Call centre customer experience has strong bearing on the decision to buy a company’s product. It also determines repeated purchases on the same product. Call centre managers should be aware of the best practices and their effect on buyer behavior. Here are a few. †¢Ã¢â‚¬ ¦show more content†¦It is also important to let the customer know that his or her information is secure. †¢ Call back service: It is always important to follow up customers who abandoned their call or those that the agents promised to call back. It is important to call customers back within a short duration from when they called. This reduces customer apathy. Where the agent does not have the solution the client is looking for, it is good to tell the customer that that the problem will be elevated to the right parties. A solution should then be communicated to the customer in time. This is a major call centre customer experience success pointer. †¢ Accuracy of information: Agents should have accurate information at all times. Clients calling via phone need information then. It is annoying to have the agent fumbling around or giving vague information to the client. In addition, call centers should provide the agents with a three sixty degree view of the client to avoid sacrificing valuable interaction time when looking for customer information. †¢ Calling after business hours: Where the call centre does not run for twenty four hours, it is important to have an option that re- directs customers to self service or offer to call the customer back. †¢ Customer satisfaction survey: It is good to do a survey on the customer satisfaction with the service that they receive from the agents and automated services. This could be a fewShow MoreRelatedAvaya Unified Communications: a Call Center Communication Network1004 Words   |  5 PagesRunning head: AVAYA UNIFIED COMMUNICATIONS Avaya Unified Communications: A Call Center Communication Network Effective Communication in a call center is vital for success. Yet today there are too many communication devices which seem to be adversely challenging and confusing to today’s employees. 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