Better Customer Relationships Start at the Call Center
Businesses today are more focused than ever on creating quality, lasting relationships with their customers. They don’t only want to deliver great products, they are looking to create a culture and a brand people can identify with and will keep coming back to. Getting to this point takes more than just having call center agents staffed to answer phone calls.
Today’s contact center needs to include agents trained to communicate via varying channels and it must have tools in place to grab all the necessary data as it happens. Only then can call center customer relationships be successful today.
Monet Software (News - Alert) CEO Chuck Ciarlo talks more about this topic in a recent blog, “The Three ‘Musts’ of a Call Center Customer Relationship,” where he discuss the need for call centers to move away from quick, impersonal responses and instead focus on retention and creating valuable relationships with any customer that it encounters.
Along with changing customer expectations have come a slew of technologies like speech analytics and workforce optimization that help call centers to extract and review data and make intelligent decisions on how to move forward and fix any issues in their call centers.
As Ciarlo notes, the idea of having to call a company about an issue is already a sour subject for customers; finding ways to make that experience less painful and annoying should be on the priority list.
But you don’t just want to be there for customers, you also need to relate to them. They should feel valued and appreciated. Go above and beyond for your customers and you’ll see they return the favor.
Finally, companies that are seeing the best results aren’t just doing these things to please customers and using the right tools to record and analyze; they are taking it a step further and using real time tools that catch errors or opportunities as they happen – offering a chance to capitalize on those moments as soon as possible.
What are you doing to beat the competition?
Edited by Alicia Young