Tip: Calming customer rage

Consumers have very little time and patience for waiting on in-person support with their business. Since most consumers are “on the go” they desire the ability to get support wherever they are, whenever they want. In most cases, consumers will opt for the immediacy of over the phone or live chat support.

Currently, an estimated 43 billion phone calls a year reach American contact centers. The heart of any customer care organization are the support agents. These agents are a crucial asset in keeping customers happy and engaging in future business. It is estimated that 3 million people work in contact centers in the United States & another 2 million in contact centers around the world.*

If a customer’s support service expectations are not met, not only can it cause the consumer to stop doing business with a company, it can lead to negative social media backlash. When a customer retaliates, it can be extremely costly to the entire organization.

Even with trying to solve this problem with current technologies you can still easily get many things wrong and end up in the same boat as you would years ago. At the end of the day, customers will above all else value convenience and excellent customer service.

This is why an accurate, efficient, and complete communication suite is required to let your consumers immediately reach the support department they need, then present and track their concerns. This suite could also provide the support agent with a comprehensive script to accomplish 95% of all support inquiries.

An inefficient agent script can be a disaster and require a plethora of training to get the agent up-to-date on support procedures. If the agent is troubled by a cumbersome support system, it can spell disaster for the employee and the consumer they are serving.

With agent reporting and management you can easily track which agents have the highest return on customer satisfaction as well as see which agent has the lowest customer satisfaction letting you make adjustments as necessary.

Voicent’s Contact Center Suite provides a complete solution for Phone, SMS, Email, CRM, Workflow and Scripts.

*According to Emily Yellin, author of “Your Call Is (Not That) Important to Us”