The customer service experience is one of today’s most critical and influential aspects for any company in nearly every industry. The customer service experience describes the way a customer feels as they interact with a company representative. It also describes the level of quality they felt they received and the effectiveness of the solutions agents provide. The quality of customer service depends on several factors such as hold time, agent sentiment, resolution rates, wait time, and talk time. For example, if a customer has to wait to speak with an agent for a significant amount of time, the quality of their experience can be negatively impacted. If an agent places a customer on hold too long, that could result in added frustration, reducing the quality of the customer experience. Agents with poor attitudes or knowledge gaps may not be able to adequately help customers, resulting in frustration on both ends and a poor customer service experience.
However, agents with a confident and helpful demeanor can dramatically increase the quality of a customer’s experience. Implementing an IVR into a call center’s operations can have a positive effect on the customer experience because it eliminates the need for many of them to spend time calling in and waiting on hold. Self-service options help enhance the customer experience by providing a convenient and quick solution. Agents that can help fix a customer’s problem the first time around can also enhance the customer experience because it eliminates the need for a customer to continue calling back and grow more frustrated in the process. An overall positive customer service experience makes customers feel confident about the company they are doing business with, increasing the chances for word-of-mouth referrals.
More Customer Experience Resources for Call and Contact Centers
Set and track goals such as chat success or lead capture rates and view the data in real-time engagement dashboards to understand what’s working. Identify the primary and underlying drivers for every call and use it to improve customer experience and self-service capabilities.
Costs are rising all around financial services organizations. Whether it be labor, technology, or customer acquisition, the dollar just doesn’t go as far as it used to. Because legacy tech and data silos reduce your ability to deliver personalized and proactive customer outreach, your bottom line is being impacted in more ways than you might think.