When you start noticing your profits in a slump and you have taken all measures to make sure your operations run smooth, it might be time to look into how well you are handling customer experience. Poor customer experience management is a common cause of profit slumps and because contact centers are the interaction hub of any enterprise. They play a critical role in determining exactly why consumers are unhappy. Call centers are the main contact point between businesses and consumers, where they can air their complaints, address their queries, and provide feedback on the service they are getting.
However, it is not uncommon for businesses to encounter contact center blind spots that prevent them from seeing exactly why consumer dissatisfaction levels are still on the rise despite their efforts to improve customer service. Some solutions to customer service problems are quite obvious while others remain hidden in these blind spots. Here are common blind spots that often cause pitfalls in customer service:
- Lack of understanding about what customers and clients are calling for/looking for in your service. Failure to understand the exact pain points consumers are calling about and missing the opportunity to address their complaints is often caused by inefficient questioning and call-handling. This is a major blind spot that needs to be addressed immediately if you wish to improve your consumer's satisfaction levels.
- Satisfaction/Dissatisfaction. Client satisfaction and dissatisfaction can both have direct impact on the way your business is received by consumers. High satisfaction levels directly relate to positive profit while significant dissatisfaction rates directly relate to low profitability or lack thereof.
- Customer profile should always include a way to determine which stage in the customer lifecycle each client is in. This allows customer representatives to tailor answers to their inquiries so that they will be more willing to convert, and so their needs can be addressed better. Not only will this help raise satisfaction levels, but addressing this blind spot also helps determine:
- Reasons for repeat calls as well as constant client dissatisfaction, thus helping your business create more appropriate strategies to address them.
- Agent performance. Knowing who your top and least performing agents can also help you formulate better strategies in delegating escalations as well as in creating programs that will motivate non-performing agents to do better and encourage top agents to excel further.
Ignoring contact center blind spots may lead to unhappy and increasingly dissatisfied customers, which can lead to bad word of mount, which can lead to loss of revenue due to inefficiencies and higher costs resulting from poor call center operations.
About The Company:
VOZIQ is a Washington D.C. based technology company helping enterprise contact centers mine customer interactions to improve customer experience and contact center performance. Our managed analytics services offer benefits of synergy of cloud-based technology, proven solutions and a team of industry experts.
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