Lessons to Live By: Contact Center Service Etiquette

    With the maturation of digital, social and mobile technologies, customers are increasingly considering the importance of their service experience. As a result, contact center managers are feeling the pressure now more than ever to up the ante to keep them coming back. After all, 59 percent of customers will try a new brand or company specifically for a better service experience.

    You’re looking to stay competitive, keep customer loyalty high and maintain a positive bottom line; the only way to do this is to place customer experience at the top of your business’ priority list. Here are some quick tips for ensuring that you maintain excellent service etiquette:

    Encourage Customers’ Independence

    According to Gartner, by 2020 a given customer will manage 85 percent of their business relationship without ever interacting with a human. Instead of limiting their self-service capabilities, give your customers the right to choose how they want to be served—including self-service options..

    Stay Communicative on Social Media

    In 2012, about 27 percent of active Twitter users posted a positive comment about a company or product and 33 percent asked a question to the public about a specific product or service. However, when it comes to complaints, it seems that customers are talking to a wall, as 70 percent of companies completely ignore customer complaints on Twitter. According to Gartner, failure to respond to customers via social media channels can cause a 15 percent increase in churn rate for existing customers, so maintaining a strong and communicative social media presence is a must.

    Don’t Waste Your Customers’ Time

    Most often, customers call your service center because they have a very specific request or inquiry. Don’t waste their time with multiple transfers or long hold times. Instead, hone your first call resolution initiative by routing calls to the most appropriately skilled agent. Whether it’s based on customer identity of information collected within the interactive voice response (IVR) system, make sure that customers are placed in the hands of the agent that best suits their needs from the start.