One of the best signs of customer contact centre service excellence is understanding that a client who has a very positive experience is far more likely to stay loyal to your contact centre and recommend it to others. Say that doesn’t happen, however. It may be that this needs to be asked: your customer contact centre – is it delivering customer service excellence?
You may believe it’s delivering on many levels – agents being trained to multitask with multimedia and your contact centre having the right software to allow customers to help themselves thanks to an IVR solution – but are there other factors to consider as you strive towards service excellence? We believe there are. Have you considered these factors?
Excellence is as excellence says
It’s more than likely you have asked – and answered – many of these questions, however, this is a good checklist to gauge if service excellence is in place and if it isn’t what to consider implementing.
Of course, having the right contact centre software in place is a significant way of helping achieve this. Be aware that the right contact centre software will give you all the right tools at your fingertips to track these and other key performance indicators. Remember that at the core of any good contact centre software is a rich reporting component.
Workplace culture and customer intelligence
- Do you contact centre agents strive for excellence? This workplace culture needs to come from the top. If the people at the head of a company or business don’t believe in service excellence, it won’t happen.
- What’s your level of customer intelligence? Does your business have a sound understanding of who your customer is? Your contact centre team needs to have the right data on these important questions. They are: who are our customers? What do they need and expect from us as a service provider? How effective are we in meeting their needs?
Handling complaints
- While your business doesn’t want too much of this, it’s important to acknowledge customer complaints. How are they handled? Are they treated as a priority? Or are they set aside, to be dealt with when there might be time?
- Is your contact centre able to deal with customers effectively, quickly and thoroughly? Remember that customer patience is limited.
- Do you give your agents or supervisors enough freedom to resolve problems?
- Finally, it’s important to learn from your mistakes. Is this done in a constructive way from the top down?
The right customer contact centre software and delivering customer service excellence are often strongly linked.
