There are two ways that businesses will stay at the front of their customers’ minds –
Provide great service, or
Provide terrible service
To survive and succeed in challenging times, it’s essential that outsourcers help their clients be known for providing outstanding customer service.
With the future uncertain for many companies, providing a good customer experience has become even more important. Some have thrived during the crisis and seen demand for their products and services increase, whereas others struggle. Either way, as companies look toward the future, they must streamline processes and review their costs while maintaining great service.
There are multiple ways to cut costs in customer service
Businesses can choose to buy the same service at a lower price – in other words to find a cheaper provider or move to an offshore location. Or they can better utilise their agents’ time by, for example, changing to homebased agents who can more easily support a split shift pattern as they have no travel to and from a centre. This means they can be available for busy mornings and again at peak times in the evening. Such better agent utilisation will reduce the number of agent hours needed across the programme and, as a result, cut the cost of customer service.
Other costs can be taken out of the business by removing unnecessary transactions and reducing the length or complexity of others. This is done by identifying ways that consumers can help themselves more effectively or by introducing automation to help each agent serve their customers quicker.
Introducing automated and online contact options will support this process. Fully offline contact methods, such as phone calls, can be complemented by online, self-service, and automated methods in order to reduce agent hours. When customers find the answer to their query on the company’s website they can quickly and painlessly resolve the issue themselves, without having to call and speak to an agent.
Fix today what you know will be broken tomorrow!
If these last few months have shown us anything it’s that putting off changes to improve your support model is not wise. Whoever came up with the proverb “If it’s not broke, don’t fix it” clearly never encountered Covid-19!
Of course, the more ambitious the plan, the longer it will take to execute and complete. Really changing the CX environment is a long-term project that will take as long as one to two years, or even more. But that shouldn’t stop action today and planning for tomorrow.
Providing a positive experience has never been more important to keep customers close and engaged. It’s vital that companies continue to be seen in a positive light by their buyers to retain them as future brand ambassadors.