How To Perfect And Implement 10 Successful Contact Center Strategies
Did you know? The rate of turnover in a contact center is anywhere from 30% to 45%.
Things aren’t much better for agents. Agents typically cite angry customers, poor management, high call volumes, lack of career development and outdated systems as reasons for leaving.
Despite these frustrations, contact centers remain an important part of any B2C business customer service and support strategy. From many reasons why customers dislike calling contact centers because they have earned a reputation for long wait times, confusing phone menus, repetitive explanations and unsatisfactory results.
So, what if there was a way to improve the contact center experience for both customers and agents alike? Here’s one way you can encourage better CX.
Contact Center Evaluation Checklist
Before you start to look at contact center best practices, you should conduct an in-depth evaluation of your existing operations to determine what’s working, what isn’t and what your plan of action should be. There is no one-size-fits-all approach to evaluating the health of your contact center, however, there are a few basic questions you can start with:
● How many calls do we take for our agents to resolve the customer’s problem?
● How long do customers typically wait on the phone before they’re connected to an agent?
● Do we consistently follow up after each interaction to gauge customer satisfaction?
● Are our agents successful in supporting customers because of our existing technology, or in spite of it?
● Do we currently provide customers with self-service options?
● On the whole, are our customers satisfied by their contact center experience?
● On the whole, are our agents satisfied with their workplace experience?
You can prepare the set of questions based on your contact center’s unique goals and aim to get an accurate report of the situation. Even if you know that your contact center is running effectively and efficiently, remember that there’s always room for improvement and to stay current on the latest contact center best practices and trends.
Let’s talk about best practices since you have evaluated the overall health of your contact center.
Again, which best practices you choose to implement depends entirely on the needs of your organization and the current structure of your contact center. In the interest of covering as many bases as possible, we’ve aimed to provide an exhaustive list that you can pick and choose from as necessary.
1. Establish and monitor key performance indicators (KPIs).
2. Thoroughly test for quality assurance.
3. Provide customers with multiple self-service options.
4. Develop a centralized knowledge base.
5. Publish helpful and informative content in the form of FAQs and tutorials.
6. Reduce the average amount of time customers spend in queue.
7. Invest in a system for organizing customer inquiries.
8. Hire call center agents based on attitude over aptitude.
9. Provide comprehensive training.
10. Integrate systems for a streamlined experience.
How to Leverage Data In Your Contact Center
Your goal is either to reduce handle time, improve performance or boost customer retention. With this in mind, advanced analytics with powerful insights play into your strengths and vulnerabilities which further help you optimize operations and constantly enhance the Customer Experience (CX).
Leveraging data within the contact center isn’t that hard. You need to start with a solid foundation or what we call an integrated and comprehensive hub of systems that help you meet business goals from time to time. Accordia Omni Cloud Contact Center has the proven expertise and can help you empower your contact center agents with the necessary tools, optional interaction channels and streamlined data. Enhance contact center performance with our cloud contact center. Discover Accordia Omni Cloud Contact Center today.
Source: https://global.hitachi-solutions.com/blog/call-center-best-practices/
