An abundance of key metrics can be used to gauge the efficiency of an organization’s call center or contact center operations. The Average Speed of Answer is often one of the most popular metrics to measure, but can also be challenging to decipher. At the basic level, Average Speed of Answer is about finding the fastest path to answering a customer’s questions.
“Your call is important to us” has become a common line in the world of call centers and contact centers. But how long are your customers willing to wait for a response from your customer service agent? We can predict the sentiment with the key performance indicator, known as Average Wait Time (AWT).
Not all organizations have the capabilities or resources to provide the level of call center support that customers have come to expect. Outsourcing customer service functions to an external third party often allow companies to focus their efforts on other elements of their business, like product or sales development, while also offering consistent and exceptional customer support. When considering outsourcing any customer service elements, BPOs become an important part of the conversation. Discover what a BPO call center is and the various components of implementing them in your customer support models.
Consumers have been interacting with companies and brands for decades. However, only in recent years has the customer experience become an integral part of the overall buyer’s journey. Customers value a company’s attention to their needs and concerns far beyond their initial purchases or services. Pivoting business resources and focusing on customer interactions, provides key insights into improving customer retention and loyalty to your company and brand. Here are 22 interesting customer service statistics to consider when evaluating your contact center customer experience strategy and goals.
Narratives around call center operations are constantly evolving. In an era of cost containment, labor shortages, and customer experience, everyone is looking for a “do it all” magic elixir. Supporting your workforce with the tools and guidance they need to succeed as revenue-generating agents is in the best interest of your business. Enter “in-house” brand champions.
We are midway through 2022. Contact center trends that were forecasted at the beginning of the year have had sticking power and we have seen a common theme emerge as the months have passed. The theme: Strategic organizations are centralizing their operations around consistency.
Call centers and contact centers are fast-paced environments with a variety of tasks, processes, and team members. However, due to these fast-paced environments, things can also easily fall apart quickly. High call volumes, long queue times, over or understaffing issues, and customer escalations are just a few examples of how a perfectly regular day in a contact center can turn ugly. Call center management is a complex skill to master, but fortunately, with the right tools, strategies, and mindset, the skill becomes more achievable.
When you are communicating in person, we have much more than words on our side to help us get our point across. Body language, facial expressions, hand movement and gestures, and of course, our tone of voice help us deliver our message the way we intend it to be understood. So much of human communication is non-verbal and helps our brains figure out the context and meaning of messages. When we communicate over the phone and no longer have those nonverbal cues on our side, suddenly our word choice and our tone of voice become increasingly significant.
If you have ever read any of our other blogs (which we highly recommend) you might notice that we use the terms call center and contact center interchangeably. We do this because we provide software that can benefit both call centers and contact centers but there is actually a difference in business application.
Anyone familiar with call center management knows that keeping a close watch on metrics is a must when running efficient operations. There are dozens of call center Key Performance Indicators (KPIs) that can be tracked but ultimately, it comes down to measuring what is most important to your team and business goals.