Idea Factor Blog

Omni-Channel Customer Service for Your Contact Center

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The way that companies handle customer service has changed dramatically in recent years. More than a decade ago, there were only two ways to contact a company – by phone or by fax (remember fax machines?). Today, you can take your pick; phone, email, live chat, snail mail and social media. The list appears endless. The challenge for many companies is not only to be accessible in these channels, which is important, but for those channels to deliver consistent and an integrated service quality. Companies that provide a consistent service quality across multiple channels retain 89% of their customers, whereas companies that do not provide a consistent quality are only able to retain 33%. A consistent service quality across multiple channels will significantly impact company revenue. And this is why more companies are investing in Omni-channel customer service.

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The Hang Up

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Are you still wondering if Your Customers would prefer to talk to a Human, or if you should move to an Auto Attendant?

 

It depends on your GOALS.

 

If you are trying to drive your Customer AWAY from your Brand, then I say: Go ahead.

 

We recently had to close our Customer Contact Centers due to a major snow storm. You know, the ones where they close all the schools the next day? Yep—one of those.

Anyway, when we returned to the office the next morning, there were only 5 messages from Customers requiring technical assistance or where to buy information.

Since our Customer Contact Centers receive more than 100 calls each hour, and we were closed for more than 5 daytime hours, wouldn’t you expect there to have been more?

I’ll let you do the math on how many people simply HUNG UP.

Fortunately, the majority of those hang-ups turned to email for quick resolution.

 

In today’s instant society, if you aren’t able to offer the information requested within 2 rings or less, you could be opening the door to the competition.

 

Idea Factor provides a full suite of marketing services including B2B lead generation (gathering qualified sales leads), surveys, data mapping, event tele-boosting, trade show follow up, in-bound and out-bound omni-channel call center services, data cleansing, list cleaning, customer retention and loyalty programs.

Our commitment to excellence in customer service has awarded us repeat business for more than 25 years, from both our global and community clients. To find out more go to www.idea-factor.com

 

Tips for Making Your Call Center a Customer Care Center with Heart

 

 

 

 

 

 

When your Customers call in with an enquiry — do you consider it a Call Center Call or a Customer Care Center Call?

Believe it or not — there is a BIG difference! Read More