Using a Band-Aid to cover up recurring issues and inquiries simply won’t cut it anymore in customer service. Today’s contact centers need to do more—and it all starts by collecting customer service feedback. Such input can be used to improve existing processes across an entire company, thereby driving contact center services ROI.
For instance, if feedback reveals that there’s a consistent mistake in the billing department and customers are calling about it repeatedly, then the contact center needs to recognize this trend and alert the necessary personnel. In many ways the contact center can serve as the gatekeeper for customer sentiment, helping to educate other divisions about ways they can do their jobs more effectively and remedy common customer issues.
To enable the contact center to hold such a role, companies ought to invest in a state-of-the-art call center solution that can aggregate and decipher data, making it easier to address problems in real-time, or close to it. After all, if you don’t invest in the latest technology, customers might not return; in fact, 86 percent of buyers will pay more for a better customer experience according to a CEI survey.
So how can you make sure your contact center is looping in other departments, working together to ensure that consumers get the quality of customer service they demand? Let’s took a look at a two critical ingredients to making sure all of your divisions are rowing in the same direction:
Program Reports: The more information captured from callers, including their common complaints and queries, the easier it is for departments like billing or product development to make adjustments and course correct. For example, InfoCision offers numerous standard reports that analyze crucial aspects of a call center program. These reports look at customer information updates, fulfillment activity, agent-call distribution, call disposition, sales analysis and more. If there’s a common thread through these reports—for example, if customers repeatedly say their packages are not arriving in time for the holidays—then the contact center is able to loop in the delivery department, which can investigate the issue and resolve it quickly, instead of weeks or months down the road.
Customizable Solutions: With flexible software, your contact center can create comprehensive customer profiles with information that is important for your company. For instance, a Customer Relationship Management (CRM) solution, such as InfoCision’s Inscription, will better serve your customers’ needs by tracking and recording interactions. Sales personnel and C-level executives can utilize this data to pinpoint ongoing customer trends and identify growth opportunities. For instance, your CRM adds value to every single call when your agents end interactions by asking customers what issues the company should focus on for the remainder of the year. Based on those responses, reps can gather the information with the state-of-the-art software and relay it to the correct department.
Interested in learning more about improving your contact center services ROI? Check out InfoCision’s call center solutions today!