How to avoid frustrating your customers calling into your call center or support number
We as consumers, call into call centers all the time, and are frustrated by a lot of inefficiencies in a typical call center (small or big) setup, so we decided to list down the 5 most frustrating problems of a call center:
1. You call and are explaining your situation/problem, and the call disconnects after a few minutes due to bad network. When you call back, you have to re-explain yourself all over again!
2. You call for the 2nd time into a company/restaurant/agency and they ask you for your number and name again?
3. The number is busy, like really, that should not even be allowed in this day and age, right?
4. The IVR which asks dumb questions and takes you to no man’s land.
5. They tell you they will get back, but they never do?
What’s your score on having faced these issues on a score of 1 to 5 ? Drop it on the comments tab.
Within Exotel we found 3.8 was the average score 🙂
There are some ways to improve upon this:
1. Sticky Agent is a feature in some smart cloud contact center solutions like ours 😉 , which makes sure the call connects with the last person spoken to.
2. Most “good call center” operation teams have this, and so do we for folks who can’t spend on call center operations with a really nice feature called the “Know your caller “.
3. There are couple of ways to solve this:
a. If you don’t have a business phone solution, you can quickly use a product like ours and setup redirects to both mobile phones and landlines.
b. If you have a good call center in place, make sure if everyone is busy, you queue the caller, so he/she is aware.
c. Or, just send the person into a voicemail and promise to get back to them, and do, else it is a waste of time.
4. If you want to automate and reduce man power transferring calls between the right teams, just setup a good IVR which asks for their information and from then on, ideally do a CRM or ERP integration with your telephony service so you know the caller before he calls, and what might be the context, rather than swinging him through the same IVR again and again.
5. Ideally, have a ticketing mechanism on the back-end, and send a Customer Reference no. via SMS or/and e-mail with which they can track the ticket raised.
We would love to hear of any more irritating things that happen in a typical call center environment to consumers, and we would try providing solutions to that to our customers.