Call Center CX: Is Your Technology Building Relationships?
If you’re in the call center industry, or if you regularly deal with customer inquiries as part of you business, you need to ask yourself the following question:
Is your business’s technology helping or hindering your customer experience (CX) and satisfaction?
When Technology Damages the Customer Experience
As customers ourselves, many of us have experienced this unpleasant but all-too-common customer-service scenario:
- You call for assistance with a routine problem
- You are asked to choose a language
- You are given 7 menu options to choose from to route the call to a specific department
- You are given 4 choices of available services within that department
- You are given 3 more choices of sub-services to choose from
- You are reminded you could do this online or over the phone
- You are put on hold for 5 or more additional minutes
- You have become irritated by the time you actually talk to a human being, if you haven’t already hung up by now
No one with knowledge about CX, or customer service in general, would call this a successful encounter.
However, such occurrences have become routine—and they’re likely damaging the experience of your customers.
Is Your Call Center Technology Making Customer Service Easier?
Is your customer service platform cumbersome for the customer or the agent?
Is excessive training time required for agents to learn to use it effectively?
Is the agent’s time-per-call savings outweighed by hang ups or dissatisfied customers?
If any of those things are true, your technology is damaging your brand’s reputation (and likely your bottom line too).
Call Center Technology With a Purpose
The last question is a critical one: “Is the agent’s time-per-call savings outweighed by hang ups or dissatisfied customers?”
If the primary purpose of your call center technology is to reduce operator time on a call at all costs, you’re probably off track and harming your reputation for effective customer service.
You cannot remove human interaction from customer service and still expect to have excellent CX.
Customers want human beings to solve their problems. That’s often the main reason they chose to pick up the phone rather than attempting to resolve the issue online.
Your technology should be making the customer’s experience (and your agents’ work) as smooth and pleasant as possible.
To that end, your technology needs to:
- Connect the customer to an agent quickly and efficiently
- Provide the customer’s basic information to the agent immediately and seamlessly
- Assist agents in solving problems effectively
- Boost agents’ confidence and professional demeanor
Effective CX occurs when the customer feels recognized, feels that they have a relationship with the company.
Is Your Technology Facilitating Positive CX and Nurturing Customer Relationships?
When your technology is working for you, when it’s facilitating effective CX, your customers appreciate you.
Your business is rewarded with loyalty, repeat business, and recommendations to other potential customers.
It’s likely that the strengthened relationships you foster through positive CX, facilitated by appropriate and effective technological solutions, will increase profits far beyond any savings that a lengthy, convoluted automated process could possibly provide.
Simply put, your call center technology should help your business build profitable customer relationships that benefit everyone involved.
Contact JBHworks Today
The most effective support centers provide customer satisfaction from start to finish by utilizing customized technology to interact with customers, solve problems, guide workflow, and reduce wait time and frustration.
If you’d like to learn more about technology that helps you build customer relationships and loyalty (instead of hindering those relationships), contact JBHworks.
We specialize in custom enhancements that can put the latest industry technology to work for you.