Enhancing Customer Service

How customers feel about a company is often a result of the experience they receive when they make contact.

In fact, according to customer service expert Seth Godin, 90% of customers change their opinion of a business when they speak to them on the phone. So more often than not it is the contact centre agent that influences the way customers think of your business.

Whether or not they remain a customer is often a result of the quality of service provided. Unfortunately contact centres often disappoint, resulting in lost customers and ultimately lost revenue.

But why do those contact centres disappoint?

• High expectations - Some businesses and brands set high expectations when it comes to customer service, but the majority of contact centres have simply not been designed to deliver to these levels.
• Unkept promises – Outdated, inflexible call centre processes result in poor customer experience. Agents cannot deliver on their promises to customers - sending out additional information, returning a phone call or a customary phone call to confirm the receipt of a product or service.
• Agents aren’t empowered – Agents working from scripts or strict processes cannot deliver on customer expectations. Rather than working to the customer’s specific requirements, agents are restrained from acting adequately.

The impact of this level of poor service ripples negatively throughout the business; not only the bottom line, but also through an increase in operational costs. Multiple interactions with multiple employees are required; potential up-sell and cross-sell opportunities are lost; and customers are forced to consider other alternative suppliers.

Transforming your operation

The good news is that, by concentrating on improving the level of customer service offered within the contact centre, industry professionals can have a positive impact on the perception of the business rather than the negative one detailed above. Exceeding a customer's expectations, by refocusing efforts on delivering excellent customer service, will deliver a huge reward in both future revenues and customer satisfaction.

Over time your costs will decrease, as interactions will be fewer and shorter in length; cross-selling and up-selling will increase and customers will remain loyal over time, securing future sales and growth.

Utilising experience and technology

CCT has worked with some of the largest and most successful contact centres within the UK. Our solutions have helped businesses transform the level of customer experience they offer, resulting in increased customer satisfaction and an improvement in the associated revenues.

Clients such as 118 The Number, RIAS, Nisbets, Bet365 and Britvic Soft Drinks turned to CCT when they were looking to improve the way their contact centre operations interact with their customers.

If you are looking to enhance your levels of customer service, and in turn reap the benefits, then please contact a member of the CCT team on 0117 3115969 or email us and one of our specialist team will get in touch.