In a recent article in TMC’s Customer, the top 10 things customers hate about doing business with call centers was discussed. In half of these biggest problems, features that are included in most virtual call center solutions could end customers’ frustrations. In fact, in three of the issues discussed, a properly set up interactive voice response (IVR) would resolve the issue quickly.
The five problems customers experience which could be fixed with a virtual call center solution include:
- Having to repeat information: Having an IVR set up to obtain pertinent customer information can solve this problem. However, call center agents must actually use the information provided to them in order to ensure that customers aren’t needlessly repeating themselves.
- Employees who aren’t knowledgeable about company policies or critical information: Using call recording to allow call center agents to listen to previous calls and get proper training can ensure that they are up to date and informed on any pertinent information that customers may be looking for.
- Not getting to the right person the first time: A properly configured IVR can also solve this problem. By asking customers the correct questions within IVR, the right person can receive the call, and transfers can be a thing of the past.
- Long confusing automated telephone menus: Poorly setup IVR menus are one of the most frustrating things any person can experience, especially when the customer is stuck in a loop. However, there are best practices for setting up an IVR that will make it a helpful tool, rather than an annoyance.
- Waiting too long on the phone to reach someone: For many call centers, some customer wait time is unavoidable. However, utilizing automated call distribution (ACD) can ensure that calls are getting answered as quickly as possible. There are also many different ACD features and routing schemes that can be put in place to make it even more effective.
By enhancing your contact center with a feature-rich virtual call center solution, frustrating issues can quickly be solved, resulting in happier customers and agents.