Why Your Call Center Needs Customer Care And Service?
Delivering positive customer experiences should be a top priority for any call center. According to RingCentral, a customer care call center is a centralized department designed to handle phone calls from current and potential customers. In today’s day and age, customers have high expectations for companies. Even one poor experience can mean losing their business altogether.
Let’s look at a few reasons why customer care and service is important for any call center:
Customer Retention
Within the last year, data shows that customers are, as stated above, less likely to continue business with a company if they previously had a poor customer service experience. Accordingly, to the Five9 Customer Service Index 2021, 72% of customers surveyed reported they are somewhat or very unlikely to continue doing business with a company after a poor customer service experience. The idea that great customer care and service leads to increased brand loyalty is not a new concept, making it crucial that companies focus on delivering the highest quality of customer care and service.
Employee Retention
Great customer service and high employee retention go together. Another point of frustration for customers is when they are transferred multiple times to different agents. This could happen for a couple reasons. One reason could be that the right solutions are not in place, specifically a lack of a workforce management solution to ensure agents with the right skillset are working at the right times for this scenario.
Great customer experiences will also come naturally when employees are treated fairly in addition to implementing the right solutions that allows scheduling the right agents with qualified skillsets during high volume hours. Additionally, this provides agents with tools that make their work more automated to reduce their stress, and therefore, increases their likelihood to stay with the company. When treated fairly and equipped with the right training and technology to ensure their success, they can deliver better service.
More Profit Margins
According to GrooveHQ, 84% of organizations working to improve customer service report an increase in revenue. Additionally, Oracle states 74% of consumers say they have spent more with a company because of a history of positive customer service experiences. You might not think call centers can be a profit generating organization. However, great customer service experiences can translate into an increase in your organization’s profit margins.
Want to learn even more on how to deliver positive customer experiences through voice and digital channels?
Read more out Five9’s Intelligent Cloud Contact and Call Center!
Cloud-Based Agility
Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.
Connected Journeys
The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.
Omnichannel Unification
Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.
Customer Context
Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience
CRM 
Integration
Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.
Artificial Intelligence (AI)
AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.
Real-Time Management
Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.
AI & PCI Compliance
Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.
