5 Things Customers Expect Their Agents to Know for Customer Support Services
If you are owning a call center, your agents must be giving their best attempts to complete the business’s objectives.
But are they really offering the required solutions by slipping in the shoes of the customer?
Well, the call centers summons for the urgency of listening out to the customer in the most defined fashion by bridging the communication with the brand through the preferred medium of communication.
Although the agents are trained well enough to handle the queries of the customer, still the continuous back-on with no final resolution worsens the experience for both parties.
To cope with such situations, the organizations consider the option of customer service outsourcing for scoring a high rate of customer satisfaction. Many businesses outsource agents from BPOs in the Philippines and other Asian outsourcing companies to ensure the quality of customer service.
Hence, the customer expects their agents to know certain elements beforehand of getting in the actual conversation for fantastic support in minimum time.
Given below are some of the pointers knowing which your call center agent can improve the delivery of customer support services–
1. Your Customer Expects the Agents to Understand them
On an obvious note, when a customer contacts a customer care representative, he/she expects the agent to understand the complete concern patiently and provide the required solution for the same.
Here, the customer expects that the agents primarily conduct their operations on two factors- customer’s desire (what customer wants as a result) and proposed solution to customer (the solution that can solve the customer’s point of astriction).
2. Your Customer Craves for First Call Resolution
The customer approaching your agents expects them to serve the best of solutions at that very moment only.
Who doesn’t love instant resolution? Almost every second person. And the customers of the call centers are left no untouched by it.
They hope to have the most high-grade customer support services and close the call with a satisfactory resolution with absolutely zero follow up calls.
This practice will significantly bring results to both parties- customer retention and improved rate of first call resolution for call center owners and satisfactory resolution for customers, that will simultaneously improve the reach of the brand with word of mouth (WoM), which is conducted very well by customer service outsourcing agents.
3. Your Customer Doesn’t like to Explain Point of Concern Again and Again
No one loves to elaborate on the same thing again and again. Whether it’s done face to face or over the digital channel of communication, the practice is absolutely frustrating.
If the customer is creating a follow call and has to explain the issue, that’s not what we call service!
Instead, you should work on a method that can provide seamless services with the help of technology and gives real-time information to agents pertaining to the previous conversation, discarding the need to repeat the details.
4. Your Customers Want Multiple Options for Contacting You
Bygone are the times when the only medium of contacting the call center is limited to phone calls. In today’s time, there are ample ways to get in touch with a call center executive for raising the issue.
For having the solution in the least time frame or no wait time, the customer expects to connect on multiple channels with the brand instead of the traditional phone call.
The adoption of Omni channel support by call centers bolsters the customers in registering their complaints and also generates a sense of trust and professionalism in their minds.
One can easily grab hold of this demand by acquiring required customer service outsourcing from an established third-party vendor if the call center lacks in terms of contact center requirements.
5. Your Customers Totally Hate the Scripted Pitch
The call centers are known to cater to the requirements of their customer. Also, it is a well-known fact that call center owners yarn their every business practice to earn benefits from it in any form of sales.
If we talk specifically about the outbound call center, here the main purpose of the call center is to hunt the sales opportunity, either through asking the feedback from the customers or upselling the products and services to existing and new set of customers.
That’s where comes the most challenging part for the customer service outsourcing vendors to stop them from turning into salespeople from a support agent.
Here, the agent should play safe with the prepared and warm script that drops the dice of the assurance and concern on the customer’s side rather than pitching the customer with a robotic and fully scripted sales pitch because the customer for sure doesn’t want to hear that nor he/she is asking for it.
In Conclusion
Customer satisfaction is the prime obligation of any customer-centric business organization. Hence, the call centers must consider implementing the state of the art facilities and upgrade the level of customer support services.
If you are aiming to have the best business conversion and a high customer retention rate, don’t forget to overlook the customer’s expectations they are having from agents of the call center.
