Right from early call-routing systems, to interactive voice response (IVR) systems are widely used by call centers today. Call centers have always led the way in the adoption of technological innovation. Now, AI is the latest innovation being adopted by call centers worldwide. And it has already started to revolutionize the industry.
Traditional call centers have always been dogged by several problems. Customer care reps have to rely on their natural senses to detect changes in customers’ moods. Also, they typically spend most of the call time searching for answers to customers’ questions. And then, there are language and cultural barriers, which are even more apparent in diverse societies like the US and Europe.
The present decade has seen the increased emphasis placed on customer service. This is due to the gradual shift to online modes of business, which allow organizations to cater to consumers worldwide.
To ensure that companies can serve their customer service requirements, call centers have become a primary means of addressing customer concerns and issues directly and oversee the communications aspect of such online businesses. Some of the most successful companies in the world are using call centers, and their decision is paying dividends.
In today's world, call centers are an essential feature of any business looking to provide high-quality customer service experience. The stark increase in demand has led to improved solutions to the technical problems that burden call centers around the world.
According to a UK CallMiner study, customers’ preference for phone customer support has increased by 14%, only second to text message-based support which grew by 38%. However, their preference for social media-based support and website-based support declined by 27% and 34% respectively.
Price is also a less important factor when it comes to customer churn. Customers now place increased importance on customer experience, fair treatment and loyalty when deciding to switch providers.
This means that contact centres are becoming increasingly important in reducing customer churn and attracting new consumers. CallMiner also found that 84.1% of consumers were likely to stay loyal after a positive experience with the call centre while 78.4% were likely to switch providers after a bad experience.
Future Internationale was fined €500,000 in November 2019 for infringing the EU General Data Protection Regulation (GDPR) by failing to implement clients’ opt-out requests and recording excessive comments during cold calling campaigns.
In light of the increase in data privacy breaches in the past few years, governments are looking to enforce more regulation around the recording of data. A typical data breach can cost a company $3.6 million. It can be challenging to keep up with the changes, but here are some of the key regulations that call centers must comply with.
You've dedicated resources to building out detailed customer FAQs and chatbots in an effort to decrease calls to your overwhelmed customer service agents and reduce costs, but the number of calls never seems to drop.
Customers are still calling in all the time.
If this is happening to you, you may need to understand why customers are calling you before you know if your efforts are addressing their problems.
If customers have issues about payment, but you've updated your FAQs and prepared your chatbots to respond to questions about shipment and delivery, no wonder they're calling - they can't find the answer!
Call analytics software can help you do topic classification to find out what type of calls you have and the top complaints or questions customers are calling in about.
What are your call center agents saying to your customers?
Businesses lose more than $75 million a year due to poor customer service.
If your customers are calling, they have a problem that they want solved right away.
They want to know that your company, including your call center agents, can help them solve their problem. Unfortunately, there are a few deadly phrases that your call center agents might use that can cause customers to completely lose trust in your business.
Here are the top 3 phrases.
Awkward silence during phone calls may be common, but extended silence of more than three seconds can kill your customer engagement.
It can make your customer feel like they are always waiting, that your service is slow, and left frustrated at wondering why everything’s taking so long.