Voice Customer Service 101

CUSTOMER SERVICE 101 VOICE 3 in 5 people expect to be able to call for customer service. PHONE/CLICK TO CALL Call centers handle an average DID YOU KNOW RE-ROUTING OF CALLS of 45.4 billion calls annually around 2% of all customer service interactions. 42% of respondents to one survey said that the most frustrating aspect of telephone-based customer service was having to repeatedly explain their problems. THE FAIL Decrease the need for customers to be transferred multiple times. Use technologies that make it easy to get callers the answers they need. THE FIX THE BEST SOLUTION Track common issues you see in post-call reports and edit the Interactive Voice Response (IVR) menus accordingly. INCAPABILITY !X@#* Integrate a system for grading agents'skills in different business areas. Almost 50% of customer service representatives say that technologies and user interfaces available to them hindered the It can help customers get the most efficient support every time they call. THE FAIL THE FIX effectiveness of their responses. On average, for every customer who voices a complaint to a business, 26 others remain silent. Get to the root of FRUSTRATION **** their problems faster. 67% of Optimize your IVR to easily address common customer issues. consumers report having hung up on a customer service call because they were unable to reach a real person. THE FIX THE FAIL 75% of consumers believe that, regardless of the medium, it takes too long to get the help they need. DID YOU KNOW Implement user interfaces that make every aspect of a customer's journey visible to representatives, facilitating faster response times, more effective messaging and better overall perception of customer service. THE BEST SOLUTION SOURCES: http://www.helpscout.net/75-customer-service-facts-quotes-statistics/ https://fonolo.com/wp-content/uploads/2012/04/customer-service-infographic.png https://www.zendesk.com/resources/what-is-bad-customer-service https://www.zendesk.com/resources/what-is-bad-customer-service http://www.helpscout.net/75-customer-service-facts-quotes-statistics/ http://www.callcentrehelper.com/images/vocalcom_whitepaper_final.pdf https://econsultancy.com/blog/61991-83-of-online-shoppers-need-support-to-complete-a-purchase-stats west