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.
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.
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.
Nearly 100 people were infected with coronavirus in a Seoul call center, forming the biggest COVID-19 cluster to date in Seoul, South Korea.
Call centers are literally a hotspot for infectious outbreaks because they typically have large numbers of people on a single floor.
Many businesses have already asked their staff to work from home to reduce the potential spread of the coronavirus amongst their employees. Last Friday, March 13, Cloudflare's co-founder and CEO Matthew Prince sent out an email to all its customers noting a 10% increase in Internet usage patterns in regions impacted by COVID-19. Peak Internet traffic has surged 30% in Italy which has had a national lockdown.
If your system does not allow your employees to work from home, you have to figure out a contingency plan so you can continue to monitor your employees and route calls even when they're at home.
Don’t you feel it’s difficult to uphold 100% employee compliance with customer communication standards?
You’ve mandated that every employee receives compliance training, and you’ve clearly written the standards in your company policy.
But customer service incidents still happen. Data privacy breaches still happen.
The worst part is that you found out about the incidents because the customers complained, not because your own managers picked up the issues.
Is it possible to find out more promptly whether your employees are complying with your customer communication standards?
With technology, you certainly can.