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.
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.
Are You Prepared To Have All Your Agents Work From 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.
If you regularly analyse customer data, you’ll know how challenging it is to interpret them.
Businesses receive tons of customer data through phone calls and focus groups. Many also don’t know how to make sense of the data because speech simply can’t be nicely fit into spreadsheets or dashboards.
That’s where speech analytics come in.