Contact centers should focus on consumer concerns for improvement
With expanding technological options, contact centers can provide a wide variety of options for callers in an effort to improve service. While technology like VoIP phone systems improve audio quality and offer a plethora of call options, too much reliance on technology can have an adverse effect, overwhelming a customer and ultimately driving them away.
According to Business 2 Community, there are three primary issues that can drive consumers away from a call center - long menus, long hold times and repeating information to multiple agents. IP PBX offers improved call recording, interactive voice response and other options that were unavailable through legacy systems just a few years ago. Any business that implements these solutions, IVR for example, needs to ensure that a caller actually finds the service useful and does not get wrapped up in too many menus.
When a caller spends too much time waiting to speak to an actual agent, they can become upset, ruining the call experience before it even actually begins. By instituting intelligent IVR and high-quality customer relationship management tools, a contact center can avoid these issues, providing the best service possible while making use of current technology to speed up the call process and efficiency.
The Fonality IP PBX phone system unifies your phones, emails, instant messaging and important business applications so you can focus more time on what matters - your customers and business needs.