What are your top 3 frequently asked questions?
'Good afternoon, company X customer service, how may I help you?' Good afternoon, Mrs. White here, I have a problem with my (...), could you fix it for me? I will have a look madam, may I have your customer number? I don't have that here right now...' Recognise this kind of conversation? Do they occur often within your organisation?
Valuable time is lost by identifying your customers through the phone even before the actual conversation has started. This could be more efficient and customer-friendly! Research shows that 20-30% of your customer questions can be avoided. The following 5 tips will help you reduce costs in the contact center.
1. Customer Recognition via an Interactive Voice Response (IVR) System
Based on the caller's phone number and choices in the selection menu, relevant data are automatically looked up in the customer systems and presented on the employee's screen. The employee will not have to manually look up these data. The caller can also be automatically identified through their phone number. Because the contact history and reason for calling are known in advance, your employee can prepare himself and immediately steer the conversation in the right direction. This way, your employees save a lot of time and money. This can be achieved by making a connection to your own CRM systems. You can save up to 20% of call time this way.
A question that is automatically dealt with costs only 10% of what it would have cost had the question ended up with the contact center. Apart from the savings aspect, agents will also have more time for complex questions with a higher value, thereby making their job more interesting. You can automatically process frequently asked questions. What are the top 3 most frequently asked questions in your own organisation? You can answer these questions through the website, or by automatically processing them via self-service. Frequently asked questions that can be automatically processed are for example: When is my package being delivered? Do you have this product in stock? Can I request a copy of my invoice? What is my balance? etc.
3. Proactive Customer Contact via E-Mail or Text
Proactively informing a customer, for example via e-mail or text, costs less than 10% of the costs of live contact. Furthermore, it is a chance to distinguish yourself through service that exceeds expectations. You could for example let your customer know via e-mail or text that their order is going to be delivered between 2 and 4 pm, or that there is an outage and that your organisation is working on a solution. This prevents many live contacts and therefore costs. By setting up a service like automatic texts or e-mail within your organisation, you make sure you are prepared for emergencies.
4. Use Notices
Peaks in incoming calls often originate from a reaction to your organisation's own communication or outages, or from seasonal influences. During peak hours in your contact center, customers often have the same question. By quickly activating a notice about an outage and your commitment to fixing it as soon as possible, most customers calling about that will hang up again. This prevents a lot of unnecessary conversations. Imagine you are an electricity supplier and all your customers from London start calling. Chances are, there is an outage of some sort. To prevent you from being flooded by complaints, you can activate an automatic notice, proactively informing customers. In another example we can predict why people are calling a big internet service provider. Via a connection to the ERP system, we use the phone number to see whether there is an open order or a failure within milliseconds. If this is the case, the caller gets proactively informed through an automatic notice about the status.
5. Using Online Call Recording in the Contact Center
By guaranteeing and improving the quality of the conversations through the contact center, you are making sure that calls get processed more efficiently and effectively. By recording and listening back to conversations from employees, it can be determined whether additional training is needed to improve these conversations. Online Call Recording is a powerful instrument for testing the quality of conversations, adjusting them, and giving training where necessary. The results of these improvement measures can be tested immediately. This way, you always get maximum yields from your customer contacts and guarantee a uniform customer experience at the same time.