Skyrocketing Mobile Usage: Impact on the Contact Center

Is your contact center ready for the ongoing mobile onslaught predicted for 2017? E-commerce will never be the same as consumers continue to make more and more purchases from their mobile devices. What’s the impact on the contact center? It will be an extension of the impact being felt by retailers, which includes challenges in mobile payments and checkout systems that may turn off customers completely—or have them reaching out to contact centers for help.

Smartphones edged out computers, 45.1 percent to 45 percent, as the most popular way to shop online during the first quarter of 2016, according to a study by Demandware. By the end of next year, Demandware forecasts that the percentage of mobile e-commerce visits will rise to 60 percent.

With this wealth of mobile traffic, retailers have gained an incredible opportunity: to reach customers any time and any place. Yet, unless they have optimized their mobile site or applications, they risk antagonizing consumers—some of whom may have been loyal patrons through other venues, like stores and computer websites. In fact, Demandware found that mobile checkout completion is 11 percent lower than the rate from all other devices combined.

The sheer number of smartphones (more than the world’s population) alone means that consumers can connect with contact centers through multiple channels (e.g., online chat, social, email) at will. This has dramatically increased the volume of customer service interactions. It has also increased the expectation of immediacy in customer service.

For example, companies are already integrating their mobile apps with a customer service connection, e.g., “Just click the button to talk to a customer service representative.”

The contact center must now respond to these trends, as well as a strong preference among mobile users for self-service. This means that contact centers will be called upon to seamlessly integrate self-service and live service. The ones that do so will positively differentiate their services from those of their competitors.

Another strong brand differentiator will be the technology deployed to enable processes and infrastructure that can support omnichannel customer service. When it’s easy and enjoyable for customers to do business with your contact center, you’ll reap rewards in customer loyalty and retention.

Fortunately, mobile apps will help you improve that likelihood as they become part of the customer journey. That is, because customers have signed in through an app, contact centers can collect data on their activities and preferences, enabling these centers to be more personal and responsive. This can reduce call times and call volume, leading to greater customer satisfaction.

Look at mobile as part of the continuum of modern customer service advances that are blowing through contact centers. Keep up; keep customers happy, and keeping growing your business.

Issue Resolution: The Primary Prerequisite for Customer Satisfaction

When customers call into contact centers, they are usually experiencing one of two problems: 1) a billing issue, or 2) product or service assistance. And quick resolution is their aim. Unfortunately, this is not happening regularly. Along with this complaint, customers are growing impatient with companies’ interactive voice response (IVR) systems. Together, these issues have caused the Contact Center Satisfaction Index (CCSI) to drop to 68—the lowest it’s been since 2007.

Released last month by CFI Group, the latest CCSI score, based on a 0- to 100-point scale, slid four points this year. CFI reports that just 52 percent of issues are resolved on first contact (down 6 percent from 2015) and one-third of consumers fail to resolve their issues through self-service options. Especially frustrated by these hurdles are today’s young adults—those individuals born between 1980 and 2000 known as millennials.

Raised in an on-demand digital world, millennials—the nation’s largest demographic—expect readily available information they can easily tap into themselves.

To meet the demands of this generation, and consumers in general, contact centers must better align their processes to exceed customer expectations. Here are some key points to guide these improvements:

Get on board the omnichannel train: Consumers want to interact with brands using their preferred channels. The top five of which are telephone, email, live chat, online portal/FAQ and search engine, according to a 2015 report from Microsoft. Despite telephone’s popularity, Microsoft found that 57 percent of people in the U.S. typically begin brand interactions online; 35 percent begin with the telephone.

First call resolution: Customer satisfaction with contact centers goes hand in hand with the first call resolution (FCR) metric. In addition, even when FCR is achieved, satisfaction is decreased if the caller has to speak with more than one Communicator. On the flip side, the length of time it takes to achieve FCR is not a factor unless the call lasts more than 30 minutes.

Yet, most U.S. customers won’t wait on hold for service no matter how quickly their issues can be resolved. Only 43 percent of Microsoft’s respondents reported a tolerance for even a one- to five-minute wait.

Personal customer care: Even the best technology, wonderful as it is at helping contact center leaders to forecast call volume and deploy skills-based routing, cannot replace the human touch. When customers are frustrated or angry, no IVR or self-help portal is going to be able to de-escalate emotions the way a responsive, empathetic Communicator can.

Whereas a 2012 Amdocs survey found that 75 percent of consumers would prefer to use online support if it were available, a new Verint study shows that human involvement is a critical component in solving queries, especially when complex or sensitive. In fact, four out of five of the 24,000 respondents to Verint’s interview prefer that customer service continue to include human interactions.

Your contact center is critical to creating a customer experience that can differentiate your company in the marketplace. Deploy technologies and strategies now that will show your customers how much you value their business.


How to Resolve the Top Three Most Frustrating Customer Service Experiences

Microsoft’s annual U.S. State of Multichannel Customer Service Report is filled with helpful insights about customer expectations for service and engagement, and it confirms something most of us already know: A full 98 percent of U.S. consumers say that customer service is very important or somewhat important in their choice of, or loyalty to, a brand.

There will always be challenges in achieving the highest level of customer service, though. Some of those issues were brought to light in the report, which asked consumers to name what they consider to be the most frustrating aspects of a customer service experience. Let’s take a look at the top three customer frustrations and consider how they might be addressed in any one of our contact centers. Who knows—maybe next year we can bump these off the list entirely (or at least move them to the bottom of the list!).

  1. Being passed between agents was cited by 22 percent of respondents as a frustration, topping the list as a whole. Interactive voice response (IVR) systems can go a long way toward resolving this frustration. While IVR is already widely in use in contact centers, it’s not always used to its full potential. IVR is great for automating simple, repetitive tasks, but it can also direct calls to specific individuals who are most qualified to help. Assignments are made based on selections chosen by the callers as they progress through the system. But don’t stop there—take customer surveys to get actionable feedback to improve your IVR. Continuous review and redesign of the system will ensure that customers reach the right party every time, with no bouncing around. If a Communicator is forced to transfer a call, be sure you have the technology available to pass customer information from one employee’s screen to the next.
  2. Having to contact a brand or organization multiple times for the same issue was cited by 21 percent of respondents as the second-greatest frustration. Before you fix anything else, be sure your Communicators aren’t being incentivized to wrap up calls quickly. If your performance metrics emphasize average handle time, you may be unwittingly cutting off calls before they come to a full resolution. Rather than get rid of the metric altogether, combine it with other metrics that focus on customer satisfaction. Some businesses are making a concerted effort to resolve problems on the first call by training Communicators to dig deep for answers—putting customers on hold while they contact other parties in an effort to find an answer. Still other businesses are providing Communicators with a robust knowledge base to serve as an information resource, which could be useful for solving a host of problems.
  3. IVR automation/not being able to reach a live person was cited by 18 percent of consumers as a major frustration. IVR is often cited as a customer pain point, but again, a more thoughtful implementation delivers better results. Some IVR systems don’t offer customers a way out, so make sure yours does. To keep the use of this “exit strategy” to a minimum, simplify your menu options. Providing four or five options is considered optimal, and prioritize them so the most commonly selected ones are stated first. Only include essential information, and incorporate a callback feature to prevent too-long holding times. Very often IVR is the beginning of the customer service journey, so it should be considered as important as any other channel in the contact center. If you dedicate the appropriate funds, time and effort into getting it right, you’ll reap the benefits in happier—and less frustrated—customers.

Click here for a brief summary of customer expectations around the globe as presented in the Microsoft report.