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Exceeding Customer Expectations: Revolutionizing Contact Centres for Today’s Demands

The phrase “exceeding customer expectations” has become more than just a buzzword—it’s a mantra for businesses striving to stand out in a competitive landscape. Yet, despite these aspirations, many companies find themselves falling short when it comes to addressing one of the most significant sources of customer frustration: the traditional contact centre model.

As businesses experience exponential growth in customer volume, the contact centre model, is struggling to keep pace. Customers are left grappling with prolonged hold times, frustrating transfers between departments, and the need to repeat their queries ad nauseam—a far cry from the seamless support experience they expect.

Handling Volume of Customers:

In today’s interconnected world, businesses are inundated with customer inquiries across various channels—phone calls, emails, social media, and more. The sheer volume of interactions can overwhelm traditional contact centers, leading to bottlenecks, delays, and a dip in service quality. 75% of customers desire a consistent experience regardless how a they choose to engage with a brand. It’s vital more than ever to adapt and better manage the volume of customer engagement. To truly exceed customer expectations, companies must adapt their contact centre model to scale efficiently and accommodate the influx of inquiries without sacrificing quality.

Exceeding Customer Expectations: Reducing Hold Times and Transfers:

Few things test a customer’s patience more than being left on hold for extended periods or being bounced around between departments like a proverbial ping-pong ball. 46% of customers are put on hold during a call, and this results in a 15% lower customer satisfaction rating. These frustrations not only erode trust and loyalty but also tarnish the brand’s reputation. Having long wait times and needlessly transferring to another agent, slows down the process for customers to get the resolution that they need. If they see a competitor providing better customers service and experience you’ll lose those customers. 72% of consumers say that they’ll stay loyal to the companies that can provide the fastest customer service. That is a huge portion of your customers! To exceed customer expectations in this regard, businesses must prioritize reducing hold times, streamlining call routing, and empowering agents to resolve queries without unnecessary transfers.

Time Resolution: 

Time is of the essence for modern consumers, who expect prompt resolutions to their issues and queries. Yet, the traditional contact center model often fails to deliver on this front, leaving customers waiting days or even weeks for a resolution. To truly exceed customer expectations, businesses must prioritize efficiency and agility in their support operations, leveraging technology, training, and streamlined processes to ensure swift and satisfactory resolutions.

So, how can businesses go about revolutionizing their contact centres to exceed customer expectations?

  1. Embrace Technology: Invest in advanced call routing systems, chatbots, and video chat to streamline the support process with cobrowsing to support, reduce hold times, and enhance the overall customer experience.
  2. Empower Agents: Provide frontline agents with comprehensive training, access to relevant information, and the authority to resolve customer issues on the spot, minimizing the need for transfers and expediting time resolution. Asynchronous messaging is a great tool to help manage agent productivity and help to create better well-crafted responses. 
  3. Diversify Support Channels: Offer customers alternative avenues for seeking support, such as live chat, email, self-service portals, and social media, catering to their preferences and reducing the strain on traditional call centres.

In essence, exceeding customer expectations in the realm of contact centres requires a fundamental shift in approach—one that prioritizes efficiency, agility, and customer-centricity above all else. By embracing change and revolutionizing their support operations, businesses can not only address customer frustrations but also elevate the overall customer experience to new heights.