4 signs that a contact center needs to upgrade

How do you know when a contact center needs to upgrade?
On Thursday 21 May 2020 by Josh O'Farrell

 

Maintaining excellent customer experience is essential for an organization’s  contact center to thrive and excel. But, it can be very easy for contact centers to lower their guard, to think that everything is fine and that their customers aren’t suffering in the process.

An organization  never knows when it may need an upgrade, so it is best to remain proactive. To stay ahead and be mindful of how well a contact center is performing, here are four key signs to look out for.

 

1. High on-hold times


Nowadays, customers have very high expectations regarding customer service, particularly contact centers. Providing high-quality service is important; according to Oracle.com, 89% of customers will migrate to a competitor after a poor customer experience.


When customers are asked about what can ruin their contact center experience, "waiting on hold" is almost always at the top of the list. 
 

2. Customer complaints on social media
 

Social media acts as a platform to allow customers to publicly complain and vent their frustrations. Almost a decade ago 50% of Facebook users and 80% of Twitter users expected response to a customer service request in less than 24 hours. There is no doubt that these statistics have increased further with the rise in popularity across these platforms. One of the most common social media grievances is waiting on hold for long periods of time.

 

If there are multiple complaints on social channels and increasing agent numbers is not a practical option, call-backs can be a great way to tackle this issue.
 

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3. High abandonment rates
 

If a contact center has lengthy waiting times, it is likely that many callers will choose to hang up. Abandonment leads to continuous redial (which can further burden the contact center system) and, of course, generate customer churn.

By hiring more agents, contact centers will be able to lower waiting times,  thereby reducing abandonment rates. However, hiring more agents can be a significant strain on budgets. An inexpensive way for contact centers to reduce abandonment and lower waiting times is to implement call-backs.
 

4. Poor call quality

Poor audio quality will have a negative impact on the customers’ experience. If customers fail to connect or have to constantly repeat their issues to an agent, they can easily become frustrated, abandon the call, and move to a competitor instead. Just as callers suffer from the effects of poor quality audio, so too do the agents. A call should not require an overload of effort, and the agent certainly shouldn’t feel fatigued afterward.

By proactively testing a contact center’s numbers on a regular basis, organizations will be able to detect any issues that their center could potentially face. Once alerted, they will be able to ensure that their customers do not face a call with poor audio quality.  This will eliminate the need for call-backs and enhance customer satisfaction and retention. 

 

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About Us

Spearline is a technology company that proactively tests toll and toll-free numbers for connectivity and audio quality globally. It enables organizations to provide uninterrupted services to customers around the world. For further information, or if you have any further questions please get in touch with us.

 

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