Long wait times, too many call transfers, and undertrained staff: these are just a few of the most common customer service mistakes that frustrate customers worldwide. And frustrated customers won't wait around for your business to address these critical issues.
That's the bad news. But, the good news is that your business can fix these customer service problems by leveraging some of the key features available with virtual call center software solutions.
In this post, we'll review 3 of the top customer service mistakes affecting call centers worldwide, and how to fix them with today's virtual contact center solutions.
#1: Long Wait Times
Long average wait times is one of the most common customer complaints by far, and for good reason. When customers call your business with a problem, they're already frustrated by whatever issue they're having with your product or service. Then, they are forced to wait on hold for extended periods of time until an agent becomes available. It's not exactly a recipe for customer satisfaction.
The Solution: Queue Callback
Queue callback is an easy solution for call centers that experience high call volumes, and thus, long average wait times. This essential call center software feature allows callers to request a call back from the next available agent and go about their daily routine without losing their place in the queue.
#2: Too Many Call Transfers
Imagine that you call your insurance company with a question about the status of a auto accident claim that you filed. The agent that answers the call isn't equipped to handle motor vehicle claims, so he transfers you to the motor vehicle claim department. An agent in that department picks up the call, but she realizes that your claim is also associated with an injury claim, so she transfers you to a department that handles injury claims. Frustrated yet?
From a customer perspective, multiple call transfers are time-consuming and frustrating - especially if the caller has already spent an extended period of time on hold. And for your business, these call transfers represent a ineffective use of resources.
The Solution: IVR System
With an effective IVR (Interactive Voice Response) system, you can gather information from your customer that helps ensure that they are transferred to the right department when they first call in. In the example given above, the insurance company could create a menu that asks users what they are calling about (i.e., claims, account balance, etc.) and then dives deeper into the nature of the question. For instance, if the caller indicates they are calling about a claim, the IVR menu would then prompt the caller to indicate what type of claim they are calling about (injury, motor vehicle, etc.)
Using advanced call routing in conjunction with your IVR, you can ensure that callers are routed to the correct agent or department and cut down on unnecessary call transfers.
#3: Undertrained Agents
Nothing is more frustrating than calling a business with a problem and finding that the agent who answers the call is unequipped to handle it. Either the agent has to transfer you to another agent (compounding the problem with multiple call transfers), or the agent puts you on hold (again) while they check in with their supervisor to learn how to respond to your problem. This negatively affects the caller, but it also causes issues for all of the other callers who are on hold waiting for an available agent.
Of course, your agents should be trained to handle almost all customer questions and concerns; but virtual call center software features can help supervisors supplement this training and address issues in real time.
The Solution: Live Call Monitoring & Call Whisper
With live call monitoring, supervisors can listen to calls in real time and determine how agents are performing on an individual basis. If a supervisor hears an agent struggling to respond to or resolve a customer concern, he or she can use call whisper to coach the agent through the interaction - without the caller hearing his or her comments. It's a simple way to train agents using very specific case by case examples.
Call Center Software Enhances Customer Service
As you can see, the features available with virtual call center software can be a big help to call centers that are looking for ways to reduce average wait time, cut down on unnecessary call transfers, and enhance agent training. If you're looking for additional resources on how to use call center software to boost customer satisfaction levels, explore these articles: