Customer Interaction Best Practices

It is becoming increasingly important that customers end a call to a contact centre on a positive note. Today’s extensive social media channels provide customers with a platform where they can instantly share their experiences, and 91.5% are unlikely to recommend a company after a negative customer service experience, as reported by Customer Service Manager.

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Salesforce.com

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Twitter.com

Agents are the embodiment of their organization and their interactions with customers have the power to change the caller’s perception of the brand entirely. Inbound callers can be distressed, agitated or in need of help. It is the agent’s task to ascertain the reason for the call, gather the necessary information and produce a solution for the customer in the most efficient way possible to ensure that the customer issue gets resolved quickly and that they leave the interaction feeling positive about their experience and the company.

So how can we achieve the best customer interactions possible?

Educating your agents in the operations of the business is the first step. Agents that are confident with the products and services provided by the company and the business values will emanate professionalism; This will be recognised by the caller and will instantly assure them.

Giving agents the right tools will guarantee calls are delivered efficiently; CallScripter provides advisors with a simplified desktop, resulting in a smoother call flow. There are different script styles available so companies can tailor their own and training is given so that in-house modifications can be made; This allows for an easier flow of conversation while adhering to compliance regulations and resolving the call as soon as possible, increasing the number of calls per agent.

Agents can be presented with complex situations on a daily basis. They require support from their team leaders and regular praise to boost morale and encourage positivity within the contact centre. Agents are the human voice of your organization. Invest in them to dramatically improve customer experience.

CallScripter

CallScripter is a leading provider of agent desktop, scripting and process optimisation technology for the contact and customer service centres worldwide.

Contact us on sales@callscripter.com for more information on best practices and how our technology can enhance customer interactions with your company.