The basic aim of customer care services is to meet the expectations and needs of customers. The companies care about their customer's experiences. But most of the contact centers are quite shocked with the consequences of their customer satisfaction surveys. Typical call centers are still unable to offer satisfactory support to their customers – but why? Most of call centers are still stuck with the conventional ways of customer care. They are keeping in tune with the needs of the modern customers. The demands and expectations of modern customers are different from the conventional customer service norms.
Most call center outsourcing services are still relying on the old model where waiting is an integral part. The customers have to hold for customer care representatives to provide solutions to their problems. This model is drowning the brands, for modern customers hate to Wait. They want instant results. To meet the needs of modern customer's adoption of smartphone technology is essential. People are becoming more reliant on smartphones, whether it is research or purchases. So, including the smartphone technology in the customer care process makes a lot of sense. The customer centers adopting strategies to offer instant and real-time solutions keep their customers happy. The contact centers which are still stuck with traditional methods of Wait are frustrating their customers.
Below are some more ways in which the call centers are falling short of their customers' expectations:
- Cold Calling: The agents do not have any background information of the caller. So, the entire conversation is general toned. This will not please the customers, they want customized services. They want to be addressed by their name and given suggestions that are relevant to their instance. So, contact centers need to adopt new technology while they will get instant information about the caller within a single click. Although this is an important up gradation for all phone answering services but many of them are a factor of change.
- On Hold: Customers still have to stay on hold before they can actually get across to the representatives. The contact centers need to understand the mindset of modern customers, who are impatient. Making them Wait will only turn them against the brand. The call hold time can be utilized by preaching about the self-service options. The best way to keep the modern customers happy is to integrate smartphone technology.
- Omiting Smartphone Technology: The customers are still asked by the representatives to email important documents or pictures. Why should they Fax when the modern-day smartphones can send mails, documents and pictures instantly? This is where the contact centers complex the process. Furthermore, the customers are no longer limited to chatting with the representatives from their desks. They can chat while on the move using their smartphones. But most customer service centers are not allowing them this convenience. Smartphone technology can be effectively used to make the process easy for both the customers and the customer care centers. Each day a call center is overlooking the smartphone technology it is missing out on a chance for better communication.
- Data Loss: Although the customer support centers have understood the need for multi channel support, but their framework still has many loopholes. Although the contact centers offer customer care services , voice, email, social media or live chat support, but they lack the infrastructure wherey information across these essential touch points can be collected at a single place. So important data is lost every day.
By now you must know the areas you need to plug the gap. So, go on and upgrade your infrastructure.