You are probably like me and my friends. We are always quick to share a new find: a doctor, a handyman, a great new boutique, an app or even a recipe. Recently I referred a friend to a garage that I’ve used for years for car repairs and maintenance. She wasn’t very happy when she called a few days later saying the receptionist was rude, the simple repair took the shop more than two days to finish and the mechanic left stains and garbage inside her vehicle. I was truly shocked because I’ve always had a very positive experience.
In our world of call centers, inconsistency is the horror that we cast over our customers. Many customers call in, reach a knowledgeable agent and have their issue resolved promptly and professionally. It’s the other group we fear – the ones who have the opposite, scary experience!
Being an organization that consistently delivers a quality customer experience each and every time means you’ve figured out something your competitors have missed. Are you checking in with your tenured agents to determine job satisfaction on a regular basis? Do you have a customer experience insights that are captured using post-call surveys to analyze what is making your customers happy or not at the moment of truth? Have you implemented speech analytics to uncover hidden issues within your processes? Do you have what you need to create customer experience consistency in your call center?
Here are some examples of companies that missed the mark with customer experience consistency:
“Yes, my issue was finally resolved on this call but I think the agent yesterday should have had this answer. It wasn’t a very complicated question that required years of experience other than to just look it up.”
“One minute you’re calling me daily to offer me additional services and the next, when I actually need your service, I can’t get anyone to return my calls.”
“For two years you sent newsletters on the 15th of every month and then where are you? I really look forward to reading your material but I haven’t received a newsletter in more than six months.”
“I got referred to your company by a former client of yours. I expected first-class service and instead the agent I spoke to seem to have zero product knowledge. I was so disgusted I hung up and called another company entirely.”
- Where Are You on The Spectrum of Agent Performance - July 27, 2017
- How many things should be measured on my Quality Monitoring Form? - May 17, 2017
- Best Practices for your Quality Monitoring Form - May 12, 2017
- What is the best scale for customer satisfaction surveys? - May 8, 2017
- How to take action with Call Center Analytics - May 1, 2017
- How many calls should agents handle in an hour? - April 19, 2017
- You are Doing First Call Resolution Wrong - March 31, 2017
- For People on the Verge of Tripping on the self-service Line - December 6, 2016
- Justin Robbins CCDemo interview takes me back to Kindergarten - November 4, 2016
- How many chat sessions can agents handle? - September 9, 2016