Call centers are incorporating and executing efficient customer-centric strategies in order to meet needs and expectations of businesses. It is so true that most call centers have adeptly been able to delight clients and customers on every point of contact extensively; however, they must also understand that they need to monitor all the emerging trends in customer service industry. This will help them devise a potent customer service framework that can help them meet rising customer expectations adeptly. Given below are three emerging trends in customer service industry that call centers must consider in order to devise efficient customer service framework.
Voice biometrics: At present, most call centers have to perform various verification processes in order to verify the identity of customers. Although this is certainly a crucial process that can help you maintain security of customers’ data and information in contact centers; however, customers get irritated very often when they have to answer various verification related questions. It is expected that call centers would soon have voice biometrics to verify and validate the identity of customers. This would help customer service center companies render secure support services to customers. Sometimes, customers are in hurry, and they really hate to give their details again and again before seeking guidance from expert call center agents. This can have drastic impact on the overall quality and efficiency of your customer service functions. In such circumstances, voice biometrics can help you ensure convenient support to customers, and this will also pave way for enhanced quality of outbound and inbound customer support services. As there are numerous marketing functions that involve direct telephonic conversations with prospects, voice biometrics can help outbound contact centers in verifying and validating the identity of prospects and customers efficiently. This will help call centers ensure excellent customer service experience.
Automated outbound calls: Several customer service functions rely heavily on outbound calls. Some of the outbound calls are related to offering feedback services, whereas some calls are made to welcome calls, or to inform them about their request numbers, booking order details, registration details, and so on. At present, most call centers ask their agents to make these outbound calls so that customers would be offered personalized guidance. However, it has been observed that this does not help call centers in making adept utilization of available resources. As call centers have to employ plenty of agents into outbound customer service calls, this can hamper the overall productivity and efficiency of agents in reliable customer service center companies. On the other hand, a minor fault from customer service agents can hamper the quality of outbound customer service as well. Therefore, in order maintain distance with such unfavorable consequences, various contact centers have started making automated outbound calls. This helps them in disseminating accurate information to customers in the most adept manner. Not only this, it also helps in efficient utilization of all the available resources. Hence, call centers must make use of automated outbound calls to ensure immaculate outbound contact center services.
Follow-up: It has been observed that only a few call center customer service providers actually concerned about how their customers feel once the communication is over. It must be ensured that you need to contact your customers again in order to know whether the offered assistance has helped them resolve their issues or eliminate their qualms. Therefore, experts suggest contact centers to follow-up with customers as much as possible in order to ensure personalized customer support services as well as to verify whether the offered solution was efficient enough. This will also help call centers in evaluating the performance of their agents. For instance, if a particular customers expresses disappointment when you contact him/her again, then it certainly means that the customer was not offered appropriate guidelines or assistance. Then, you can adeptly identify the loopholes in your customer service framework, and the ways in which those can be eliminated. Besides all these, follow-up calls can help you further in calming down irritated customers. This would certainly make them feel valuable, and they would appreciate the extra efforts that you put in to lease the annoyed customers. Thus, follow-up outbound calls can help you add value to your outbound customer service strategies, and this trend would soon become prevalent in future.
Call centers must keep a close eye on these trends in customer service industry in order to ensure efficient customer support services.