Put simply, a brand is what makes a product or service distinct from others. David Ogilvy, founder of the UK-headquartered brand marketing agency Ogilvy, defined it as "the intangible sum of a product's attributes." A brand isn't defined only by its logo, colors, or a catchy slogan, but by every point where it reaches customers, its "touch points." These include every point of contact between an organization and its customers, and the contact center plays a key role among them.
In recent years, customers have started getting all kinds of services online, turning to the contact center when needed to get information or give feedback on products and services. As a result, the contact center has become the biggest influence on customer experience.
Here are some recommendations you can put into practice in your contact center to improve customer experience.
- Standardize your tone of voice and messaging: Every brand has its own "tone of voice." For example, Coca-Cola has always delivered all its messages in a fun, friendly, and happy tone. That joy even shows up in the red of its packaging. So its contact center specialists speak with customers in exactly the same tone.
- Never contradict information shared on your other channels: To customers, contact center specialists speak on behalf of the organization, so they must never give information that differs from what's on your social media pages or printed materials. Make sure they are the first to know about promotions and discounts in particular.
- Always act as the customer's advisor: Customers usually contact the contact center for help only when they run into a problem with a product or service. At that point, they never want to hear "no" or "that's not possible." So always act as an advisor and helper, and approach every issue with a focus on solving it. If something truly isn't possible, check with the next-level specialist whether the issue can be resolved, then get back to the customer.
- Respond 24/7: Customers may contact your contact center after business hours because of time differences or unexpected needs. If you can run your contact center in shifts, do so and answer calls in the evening. If that isn't possible, set up an IVR and configure answers to customers' frequently asked questions.
- Хэрэглэгчийн дуудлагад хариу өгч чадаагүй тохиолдолд эргэн залгах: Дуудлагын төвийн ачааллаас шалтгаалан хэрэглэгчийн дуудлагад хариулж чадаагүй тохиолдолд тэдэн рүү боломжтой болсон үедээ эргэн залгах хэрэгтэй. CallPro Voice үйлчилгээг сонгосноор та “дуудлага алдах” тохиолдолд, тухайн мэдээллийг хүлээн авч, эргэн залгах боломжтой юм.
- VIP хэрэглэгчийг автоматаар танин баталгаажуулах: CRM систем аль эсвэл өөрсдийн дотоод системийг ашиглан ямар ч хэрэглэгчийг дуудлагын төв рүү холбогдоход хэрэглэгч өөрийгөө давхар баталгаажуулахгүй холбогддог байх хэрэгтэй. CallPro Voice үйлчилгээг сонгосноор хэрэглэгчийг танин, шууд өмнө холбогдсон оператор-луу дуудлагыг хуваарилах, VIP хэрэглэгч дараалал дайрах г.м тохируулгуудыг хийх боломжтой.
- Call back customers whose calls you missed: When you can't answer customer calls because of contact center load, call them back as soon as you're available. With CallPro Voice, you receive a notification whenever a call is missed and can call the customer back.
Implementing these tips will strengthen your brand and raise your contact center standards. If you're looking for a technology solution to empower your contact center, try CallPro Voice.
