Your customer facing departments are the window to your organisation. If you don’t get it right, the impact it could have on your business reputation is immeasurable.
To provide an outstanding customer experience, you need two ingredients – the right staff AND the right technology. Your customers expect a world class service whether you are a small family run business or a multi-national corporation. We have all experienced what bad customer service looks like and we know we don’t like it. If you give your customers a smart, positive experience every time, you’ll win a lifetime of loyalty.
With ever restricting budgets, you need to consider how technology can assist you. Investing in a contact centre solution will allow you to gain a full understanding of your customer departments and highlight what sort of service your customers receive when they contact you. Does your current system tell you how many people you have in a queue or how long they have been waiting to be answered? Are you able to inform your customer of their queue position and approximate waiting time? Are you able to provide your customers with the benefits of programable skills based routing, so their call is directed to the most appropriate agent? Do you have the statistics to be able to adjust your staffing levels and employment hours as appropriate to the business needs?. If the answer to these question is ‘no’, then perhaps now is the time to consider some new technology to rectify this. Research has shown that customers become increasingly intolerant if they are constantly played the same recorded messages and piece of music on hold, only made worse by not knowing how long they will have to wait before having their call answered.
We can provide you with a solution that does all this and so much more. Installing a contact centre solution will enable you to fulfil your customer service strategy and provide you customers with the choice of how and when they contact you. You will have the tools to empower your workforce to proactively reach out to your customer base and with real time and historical reporting and live monitoring, you will be able to identify development opportunities within your team. Although there is an initial outlay to consider, the ROI will be measurable and we can provide deployment options to suit your business needs.
Getting customer service right isn’t a luxury reserved for the big players. We all have an obligation to delight our customers and Support UK can help you to deliver an achievable, measurable service that will help your future business growth.