Expectations are a part of life. Everyone has them, and everyone in the business world does their best to meet the expectations of consumers. As a call center manager, exceeding customer expectations is the ultimate goal. Customer expectations have changed dramatically as a result of the COVID-19 pandemic.
As customers are staying home more often, call centers are finding that people are answering their phones more frequently. There is a demand for agent flexibility, and even though these adjustments are challenging, managers know that they can count on cloud-based software to help them exceed customer expectations.
When managers and agents work to meet their own expectations, they will also see positive results with their customers. TCN is here to break down expectations between call center management, agents, and customers.
All organizations collect data for a reason — it’s time for call centers to utilize it efficiently. The solutions that come from cloud-based software changes the dynamic of agent and consumer interactions. Tracking conversations using TCN’s Speech Analytics is one of the many ways that moving to the cloud is the most efficient way for call centers to understand their customers. With advanced search and custom filters, Speech Analytics can reduce compliance risk and identify areas for agent training — enabling your call center to provide customers with a better experience.
To best meet customer needs, it’s essential that agents understand the “why” behind the call. When an organization fully understands its customers’ needs, it can provide the best service and increase customer satisfaction. Whether the customer inquiry is quick or time-consuming, agents must be proficient in helping customers with what they need. Cloud-based call center software provides insights into customer data, allowing you to find ways to exceed expectations.
If a customer has an issue, they do not want to waste time voicing their concern over the phone. When a customer is unsatisfied with a product or service, it is easiest to stop doing business with the company. This leaves little room for error, which is why the right agent must be on the right call. Resolving customer complaints quickly and sufficiently provides a positive experience for everyone.
TCN’s Automatic Call Distribution System (ACD) ensures that an agent can meet customer needs with the appropriate skill set. It doesn’t matter where the agent is located; these routings are all cloud-based so that an agent can take a call from anywhere with an internet connection. Routing these calls can be set by a manager based on agent skill level or specific customer needs. Making sure that a customer is connected with someone that can efficiently resolve the issue keeps everyone in good spirits.
Automatic Call Distribution is especially useful for agents that are working from home. It can be difficult for managers to oversee all operations outside of the office. However, with cloud-based features that are accessible from anywhere, managers can stay up to date with agents and ensure that customers’ needs are being met. TCN provides call center managers with real-time visibility of their agents and customers.
Productive call center agents play a large role in creating an increase in excellent customer experience. Customer loyalty is developed when agents exceed expectations and give customers a reason to keep coming back. ensuring customers of the excellence of a product or service.
In a world where “the customer is always right” organizations need to prioritize efforts in exceeding customer expectations. TCN provides call centers with cloud-based solutions to help call centers increase customer satisfaction.