The Contact Center: Inexpensive but Crucial Considerations
“You’ve got to spend money in order to make money…” “You can’t afford not to…” While these axioms tend to be overused, they are nevertheless true.
When it comes to your contact center, many business owners and managers settle for good when they should have the best. If the best could translate into a better bottom line, increased revenue, happier employees, and more promotions and raises downstream, it goes without saying that businesses should at least examine the possibility of contact center improvements.
The Conventional Wisdom Rings True
Regardless of how well agents may be delivering, there is always room for improvement. Nearly 90% of customers will take their business elsewhere after only one bad experience with a contact center agent. That is significant–and costly. Thus, the ongoing improvement of contact center services should be a primary goal for all business owners and managers. It can be hard to justify investment when the machine is working well, but modest, intelligent investment in practical solutions can work wonders on efficiency and the customer experience. Optimizing the contact center can realize a significant return, and once these solutions are deployed, they will more than pay for themselves.
Keep the Phones Working and Customers Satisfied
Businesses and customers expect and need the contact center’s inbound line to be functional at all times. If the inbound line goes down, the potential impact to the company’s bottom line could be devastating. A disaster recovery plan for the contact center should include a solution such as Toll Free Least Cost Routing (TFLCR), wherein inbound calls can be routed through a different carrier should the line go down for any reason. Customers that can easily reach a business when they call—even in the midst of a disaster—are satisfied customers.
Better Service, Happy Customers, Less Escalation
Ease of operation translates into efficiency, and customers always notice improved efficiency. Skills-based routing functionality and IVR systems facilitate customers being paired with the right agents. Those agents will have the wide-ranging data they need, such as rich customer histories, resulting in fewer transfers and less escalation and delays. Refined software tools equip managers to monitor real-time agent performance, improve the process, and train new hires. A well-equipped contact center with an effective disaster recovery plan in place is one that helps a business grow.
For more information about how we help businesses improve their contact centers, contact thinQ today.