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If customers are the biggest value for businesses, then an efficient contact center is the best way to communicate with them. Thus, companies use any strategies to engage customers and satisfy their needs fully. The quality of the contact center customer experience directly affects their further steps and the desire to come back in the future. This tendency prompts businesses to develop their full potential for implementing customer service tips. In this post, we covered the core features of a successful contact center service that attracts customers. You don’t want to miss them!
Core features of contact center your customers will like
1. Interactive Voice Response (IVR)
IVR is one of the most user-friendly features of contact centers as it makes customers’ experience smoother. After the IVR signal, the client has some options to choose from and get help from a specific department. As a result, the customer does not feel abandoned with his request but feels the company’s support from the first second. The company should also include as many paths as possible, even for specific questions.
Visual IVR is another feature gaining popularity today by providing clients with an interactive menu on their smartphones. While waiting in the queue, they can look through self-help suggestions or move to another communication channel, such as a chatbot. Visual IVRs do not let clients get bored on the call and can even help with their requests before connecting with an agent.
2. Omni-channel strategy
Customers today demand the highest quality of responsiveness from customer service, e.g., call center services. Therefore, an omnichannel approach is an essential feature of communicating with clients. It stores all the information in a business cloud base and allows accessing it from different channels. Thus, the customers do not have to repeat the same information multiple times when changing the communication platforms.
3. Call back opportunity
Customers often have an unpleasant experience of waiting in queues for a long time. While visual IVR is a great way to engage them with the other channels where they can get assistance, many customers still prefer to communicate with agents. Call back feature in the IVR saves customers’ time and ensures that they do not feel abandoned. After waiting for some time in a queue, a client can schedule a call back with an agent. Once there is a free agent, he contacts the customer and follows up with questions.
4. Call recording feature
In complying with government regulations, more businesses record customer service calls. They can use this information to analyze the call center’s customer satisfaction for internal reporting purposes. It is also useful in case of future disputes with the client when he is not satisfied with the work of the contact center service. Call recording allows businesses to perform quality control of call center agents that can be useful in future improvements.
5. Personalized files
Having personalized pop-up files for every customer is beneficial to the general workflow of the contact center. The companies can develop this feature by connecting call recordings with CRM (Customer Relationship Management) and gathering all available information on customer history in the company. Thus, the customer can receive personalized help as contact center agents know all the peculiarities of his profile in advance.
6. Contact center analytics
Managers should closely monitor all the performance indicators of contact centers to evaluate the level of customer satisfaction. For example, it is essential to analyze FCR (first contact resolution rate), CRR (customer retention rate), and AHT (average handling time) to review the success strategy for contact centers. There is never too much information to improve your communication with customers!
7. Human touch
Although 40% of the customers prefer communicating through chatbots, most of them still appreciate interacting with agents. The customer center agents can ease the stress by making a joke, telling an exciting story, or just sympathizing with a problem. People are the core of customer satisfaction in call centers, so making agents your dominant power is better. It is helpful to support them with virtual assistance for technical issues that leaves more time for interaction.
The Bottom Line
Companies in the modern business world use many strategies to engage customers and satisfy their needs. We highlighted core success strategies for contact center service that help you stay closer to your clients. IVR and omnichannel features help keep customers’ attention on the company and gather as much information as possible. Call back and call recording strategies to ensure a smooth customer experience when handling the issue and in case of arising disputes after. Finally, the human touch at the contact center is an essential element as agents can provide the needed emotional support to clients. Your contact center will certainly flourish by integrating human-based strategies with the newest technological advancements.
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