Providing quality customer service is one of the biggest targets for a call center team.
Reducing queue times is the number one priority for call centers this year, with nine out of ten businesses we spoke to seeing this a significant priority.
Long queue times increase pressure on your contact center teams and cause dissatisfaction for your customers.
Taking control of your call queues can be a huge factor in helping to boost your customer satisfaction.
Our research shows this discontent leads to nearly half (46%) of all customers stating they had bought elsewhere or cancelled a contract because they struggled to get in contact with a supplier.
It just clicks
Small changes, like reducing call queue times will be paramount to the success of your business this year and help you with keeping your customers happy.
By integrating your CRM with your phone system, past challenges such as taking control of your call queues, are solved.
Technology for virtual queuing lowers tempers and results in more productive conversations, as well as reducing lost business. It doesn’t need to break the bank either!
The tech is there to reduce the burden on your call center. At the most basic level, automated messages for simple questions your callers may have, such as opening times or addresses are a quick win.
69% of customer-facing businesses employ the technology to do this in some form already? Are you one of them? If not, it may be time for you to invest in a CRM integration.
Automated messages and routing mean that routine calls can be dealt with quickly, efficiently and often without the input of a live agent.
If you free up resources by handling call queues well, then this saves time and money, allowing you to route your team’s time to other practices.
Queues are always going to be inevitable.
But 51% of businesses have technology in place which allows callers to opt for an agent to call them back.
Businesses are gaining and retaining customers they might otherwise have lost, by implementing call backs.
After all; happy customers lead to a happy business.
We recently commissioned some research into the way both customers and businesses behave when communicating with each other. Our eGuide, titled ‘Keep your customers happy’, is available for download now. Go on, take a look!