In this series of blogs we look at how customers’ lives can be made easy using all areas of the contact centre, including Inbound, Outbound, Desktop Optimisation and Managing Performance.

Deal with those massive queues to get through!

Ensure your contact centre is correctly set up to reduce queues and keep customers informed. For example, provide services which offer them the chance to leave their number and receive a call back or ‘hang up’ but maintain their position in the queue.

Don’t leave them in voice menu jail.

Simplify or perhaps reduce your IVR menu options so customers can get to your agents faster. Too often customers get frustrated that there are numerous menu commands or that the choices don’t cover their issue. Remember, they just want to speak to someone fast.

Provide the option of using visually-guided menus on your website or mobile app.

This gives customers a convenient menu-driven interface to your contact centre and allows them to easily select the options they need. For example, the caller can identify him/herself, fill in their date of birth etc. on their Smartphone before they get through. Then, when they connect, the personal details have already been verified so they can get straight to the point.

Be proactive. If a customer is online and appears to be having an issue, then invite them to a webchat session with an advisor who can help.

Automate straightforward queries and transactions

Time, money and effort will be saved by automating transactions such as balance enquiries. Customers like automation and self-service provided it’s straightforward and quicker for them.

Self-service channels on the web or via an app will be popular with customers as long as the entire process is seamless. If there’s a disconnect between self-service channels and live contact centre service and the customer ends up having to go back to the contact centre to complete their transaction it does more harm than good – be sure to have the right infrastructure to make self-service work properly. For example, apps must be interactive and allow customers to communicate with the contact centre via call-back options and messaging.

Similarly, customers want a fast response to their texts but also need the ability to speak to an advisor quickly if the issue is more complex.