Call Center: Why Good Customer Interaction Is Important

Why Good Customer Interaction Is Important

By Business Editor

Consumers are tired of dealing with poor customer service departments and it is reflected in surveys that are posted online and in magazines ...

Customer interaction when it comes to call center agents is of the utmost importance. It is how the call is handled and how the customer feels at the end of the call. Did the call center agent do their best to solve the problem or help them in whatever manner they needed? Consumers are tired of dealing with poor customer service departments and it is reflected in surveys that are posted online and in magazines. Being ranked the worst company for customer support is not a list reputable companies wish to be listed on. Poor customer service can be the downfall of a company.

Customer interaction all begins with a phone call into the customer service line. This is where the trouble begins with the business phone system routing them to different areas. Sometimes this means long wait times. Customers quickly tire of being shuffled from one call center agent to another. Each time the customer must re-explain their problem and hope that this customer service agent can help them with their problem, their dissatisfaction grows.

The business phone system is set up to help customers arrive in the appropriate department. But many customers get lost in the shuffle. By the time they reach someone who can actually help them they are frustrated and angry at the loss of time from their busy schedules. Being on hold for over thirty minutes can definitely shorten one's temper and quickly turn a peaceful customer into a furious one.

The second biggest problem with customer service agents is lack of training. Many are given a short course on how to operate the call center software and then put on the lines to take calls. This lack of training quickly manifests itself in the inability to handle customer's questions and problems. This is a serious issue with many of the top companies in the world and it shows when the annual lists are published naming the worst companies for customer service.

How can customer interaction be improved? The key is to provide better call center training. No one can learn the basics in one week while still learning the business software and phone system. If more agents were trained properly there would be less need for transferring calls. Speaking of calls; being kept on hold too long has a very negative effect on customers. Some wait time is acceptable but cutting down the length of wait time could mean the difference between keeping a customer and losing one.

Next article: Useful Tips When Dealing With A Contact Center

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