Contact centres are the backbone of many organisations operating in today’s business environment. There are consumers who deem service phone calls to be a tedious experience, but thanks to the widespread use of the internet, businesses now understand their clients much better.
This factor has led to customer service becoming an essential part of many businesses. According to recent statistics, customer experience is expected to surpass product and pricing as the lead brand differentiator by the year 2020. As a result, businesses need to start brushing up on contact centre best practices and passing these on to their agents. Luckily, businesses are already well versed with the tools they need to succeed, and all they have to do is educate their workforce.
Why does call centre etiquette matter?
It is crucial to note the role played by call centres in an organisation. Although clients are still being empowered by the information they come across online, they will occasionally need to turn to their phones when they need answers to complex questions.
A recent report released by Nuance indicates that despite the fast growth of web-related customer service tools, close to 79% of clients still wish they could speak to a rep on the phone. The findings complement another report released by Forrester, which showed that online FAQs were the most popular customer service tools standing at 76%, closely followed by call centres at 73%.
The findings published in the Forrester report also showed that the experience a customer has with a call centre is capable of impacting the kind of goodwill that a customer has towards the company. In instances where the overall customer service experience was poor, such a client would stop recommending the business to others.
The clearest way to stand out in a crowded market is to improve customer experience. Improving your customers' experience will involve ensuring that your personnel practise proper etiquette and are pleasant to customers.
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