subject: How To Reduce Customer Effort While Delivering Inbound Call Center Services [print this page] Call centers should understand that they are working as support staff to satisfy the customers. This means that they should reduce the customer effort as much as possible. If the customers are forced to put in too much effort then they start getting frustrated and your attempts at making them satisfied go in vain.
Mentioned below are a few tips that would help you in reducing the customer effort while delivering inbound call center services.
Dont Make Them Give Same Information Again and Again: It has been observed that customers are asked for same detail again if they are transferred to some other department. This could be very frustrating for them. Offshore call centers should use latest applications and CMSs that would allow agents to get all the information that they need for a particular call. If the information has been already given by the caller then it should be available to the concerned agent too. Further, also try to use the information entered by the user in IVR so that they do not have to give the same information again.
Route the Call to the Last Agent Caller Talked to: When a customer is calling again regarding any issue, it is better to connect him to the same agent who handled him earlier. As this agent would have prior experience of talking to this caller therefore he would be able to solve his issues much efficiently.
Web Support: Providing web support to your customers can prove very effective in enhancing the level of customer satisfaction. You can have some chat support agents who would provide support services to your customers when they come looking on your website for the same. Web support services can be used to reduce the amount of effort required from customers.
Find out the Key Issues of Customers: There are certain issues that are most common among callers. You should conduct some research to find out these issues and create strategies to cope up with them. Try to formulate some strategies that could help you in avoiding calls due to such issues. If these issues are not generated in the first place then you can easily avoid these calls. Further, you should have well prepared answers for customers who call you with such queries. This will help you in delivering effective and prompt services.
These are some of the tips that can help you in delivering satisfactory customer care services and reducing the customer effort.
