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Personalizing the Customer Experience

A personalized customer experience is something that customers have grown to expect when reaching out to call centers.  If they have called previously, they expect the agents to know that, and if it’s an unresolved issue, they expect the agents to pick up where they left off the last time.

The following tips will enable your call center to utilize a more personalized customer experience, increasing customer satisfaction and making call center agents’ jobs easier.

  • Reference previous phone calls.  If a customer called a week ago about an issue, inquire about that.  Make sure their problem has been solved before just asking “how can I help you?”.
  • Utilize Interactive Voice Response.  IVR is a great way to gather all of a customer’s information before they reach the agent.  This allows agents to pull up information on the customer and determine what they may be looking for.
  • Personalize your greetings.  The Interactive Voice Response should collect all of your customer’s information and allow call center agents to know who is calling before they answer the phone.  Because they already have this information available, agents can answer the phone and greet the customers by name.
  • Don’t penalize your agents for Average Handle Time.  Agents are going to be much less likely to personalize a phone call if they know they only have a limited amount of time to be on the phone.  By not solely relying on AHT, customers can get a more personalized experience and not feel as if they’re speaking to a robot the whole time.
  • Rely less on scripts.  While scripts can be helpful when agents are unsure how to handle a situation, they shouldn’t be going to the script for every little thing.  Phone calls should be tailored for the customer.

By creating a more personalized customer experience, your customers will feel less like an account number, and more like an important asset to your company.

Resources on Improving Customer Experience with IVR:

IVR is a free feature that AVOXI includes with the virtual call center solution, Smart Queue, and the hosted PBX, AVOXI Core.

Cloud IVR: How To Make It Effective

David Wise

David Wise

Chief Executive Officer, Founder at AVOXI
David has more than 18 years of management experience in the telecommunications industry. A graduate of the Citadel, David worked as a Senior Account Executive with Intermedia Communications and later co-founded Rapid Link, a leading provider of International callback and VoIP. David then founded AVOXI in 2001with a focus on providing niche international call center markets with customized voice and data services. read more
David Wise
David Wise

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