Take the 2018 call center assessment to see how you stack up.
How well is your call center serving your customers? For too many customer service leaders, the answer is “I don’t know.” There is often rigor behind assessing individual agent performance, but far less attention given to the fundamental question of whether call center performance overall can be better.
Companies that give this fundamental question the attention it deserves are poised to capture greater market share. Why?
According to research from American Express, 60% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. So brands that consistently deliver great service will not only capture short-term revenue, but also long-term loyalty.
Below I’ve shared a few areas where traditional call centers often fall short—and in a moment you’ll be able to complete a short survey to gain an honest assessment of your own call centers.
Today’s traditional call center has failed to evolve
Given the influence this workforce has over an organization’s success, it is important to take a critical look at your call center. Many of today’s traditional call centers fall short and this has taken a big toll on customer experience.
- High attrition and overhead: Time and money is put into train agents to only see them leave after a year. Plus, you’re limited to the talent available within a reasonable distance from your call center.
- Poor call handling: Long wait times, being cold and impersonal, blocking contact from live humans, repeating issues over and over again to multiple people, and not getting quick resolution to problems all increase customer churn.
- Lack of business agility: Call volumes spike dramatically and for customers on hold, those precious seconds seem like an eternity.
Now is the time for a new approach
There is an excellent opportunity to improve customer experience and evolve your call center. Research shows there are big wins by improving customer experience. According to Harvard Business Review, customers who have the best past experiences spend 140% more compared to those who have the poorest past experience.
What would you like to see out of your call centers in the future? A modern call center that transforms your business? One that is faster, better quality, cheaper and more predictable?
To help you get started, let’s start by setting a baseline. We’ve developed a Call Center Assessment so customer service professionals can rate their organiganization across three capabilities—quality, flexibility and engagement. Where does your organization fit?
Take a quick survey today and upon completion you will receive a customized report which you may leverage as a guide with insights into what’s possible, and what changes will help you get more out of your call center and deliver better customer experiences.