NovelVox partners with Zoom to offer a True Integrated Contact Center Experience across all the Verticals
Unified agent experience for personalized CX
Drive productivity with integrated experience
Engage with customers across digital channels
Transform & scale CX with Conversational AI
Powerful Help Desk Software
Optimization performance with real time monitoring
MS Dynamics Integration
Streamline customer service capabilities and deliver personalized experiences to customers.
Boost critical contact center KPIs and take your contact center efficiency to the next level.
Seamlessly streamline contact center workflows and enhance agent productivity.
Elevate your customer service standards with the intuitive power of personalization.
Redefine workflows for a more productive and streamlined agent experience
Harness the power of personalization to deliver a cohesive customer expereince
Heighten customer satifaction by bringing agility and responsiveness into your customer support operations
Set new standards for customer service excellence by breaking down organizational silos
Forge a unified customer support ecosystem for customer service excellence
Transform customer support complexities into simplified and efficient support experience
Master the art of contextual support, offer personalized services and address queries promptly
Bridge the gap between service excellence and customer satisfaction with streamlined services
Bring efficiency into your services with context and precision in every interaction
Tailor your customer support services to meet customer preferences and elevate CX.
Empower agents to adapt swiftly to customer needs and deliver top-notch service
Optimize customer support processes and craft exceptional customer experiences.
NV Desk - The Most Powerful Help Desk Software Designed for Contact Center
Discover 10 Questions You Need to Ask Before Upgrading to An Omnichannel Platform
Webinar: The Modern Way of Efficiently Handling Tickets from your Contact Center
Unified Agent Desktop : All You Need to Know
Leveraging WhatsApp for Customer Service with Conversational AI
Implementing AI in Modern Contact Center
We live in the age of instant gratification and ever-shortening attention spans – the “culture of impatience”. When so many customers – 58% according to a Microsoft survey – are more than willing to sever a relationship with a business due to poor customer service, can your organization afford to be one of them?
To improve your contact center’s reputation as a reliable, efficient service provider, you need to stop irritating your customers. Here are 5 ways that show you how.
IVR systems can be a life-saver for busy contact centers, taking care of those requests where human inputs are not required, and managing incoming calls until a live agent can be allocated. But along IVR that provides needless information or forces customers to go through complicated prompts will only end up annoying them.
Another major irritant for many customers is long hold times. When a customer calls in, they expect to have a quick resolution to their issue. Putting them on hold, especially with generic “canned” music, frustrates them. Do it enough times and they will spread their anger to other customers on social media.
So if you don’t want to end up on social media as the contact center pariah, keep your recordings concise and articulate. Don’t make them listen through meaningless blurbs or worse, transfer them across multiple departments. Also, keep your hold times down to two minutes or less. If all your agents are busy or if a technical problem has cropped up, inform them right at the beginning so they can decide whether to hold or disconnect.
If a customer requests to speak to a supervisor or manager, they usually have a good reason to do so. But even if they don’t (according to you), you must still find a way to make the escalation process seamless and grief-free – for them. Don’t irritate them by making them repeat their grievance to multiple people before they finally talk to a supervisor.
Give them the security of knowing that if they need extra help, it is readily available. Having a tool like the Cisco Finesse Supervisor Desktop from NovelVox can go a long way towards making this happen. With this tool, managers can drop in on live calls, assist agents with the next actionable, and even alter the agent’s state to reduce customer hold/wait times. With powerful pre-built gadgets for ticketing, customer management, and more, supervisors can support agents in delivering consistently excellent customer service.
Of course, a good way to keep escalations down is to use a Call Center Agent Scripting Tool from NovelVox. This software can assist agents at every step of customer support so they can even improve service delivery, enhance FCR, and save on call escalations.
People call into a contact center for answers. But if the agent is not equipped with the necessary information, not only will they not help the customer, they will end up irritating, alienating, or worse, losing them forever. And asking the customer to repeat information because the agent doesn’t have access to it, will only make matters worse. That’s why it’s critical that agents have all the necessary information to help the customer. For the contact center (and the agent), information can also mean higher CSAT, and lower AHT and FCR.
The unified agent desktop from NovelVox gives agents access to caller information from multiple applications on a single screen. Since they don’t waste time switching screens to find the necessary information, their interactions improve and they can provide meaningful customer experiences. A CTI connector is another useful way to leverage data so agents can have more productive – and less irritating – customer conversations. NovelVox offers NextGen Cisco Finesse, Genesys, and Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, and more.
The modern threat landscape is not to be sniffed at. When bad actors abound, trying to steal your organization’s – and your customers’ – data, you need to take steps to protect this data. However, bombarding your callers with excessive and intrusive security questions to confirm their identity is not the way to do this. For a customer, having to answer a bunch of questions that seem irrelevant at best and invasive at worst is extremely irritating, especially if it prevents them from proceeding to the actual point of their call.
Unless your contact center is required by law to ask numerous security questions, identify a few questions that can help your agents confirm callers’ identities quickly and proceed to the call itself. This will spare your callers a lot of grief and improve your agents’ AHT and FCR metrics.
Certain phrases that irritate customers are still alarmingly common in many contact centers. Some of these phrases are ineffective, while others are downright offensive. Either way, no-no phrases include:
Even clichéd or overused phrases like “If I were you”, “at the end of the day” and “not a problem” end up irritating customers, because they’re looking for solutions to their problems, not pat phrases that mean (next to) nothing.
Once again, a call center script can help guide agents on both what to say and what not to say. To avoid potential aggravation, make sure that your script is composed so that each question leads naturally on to the next without annoying clichés or rude-sounding phrases.
It’s also important to ensure that your agents are culturally-aware if they talk to customers in a different country, so they don’t inadvertently say something that may be misconstrued as unhelpful, rude, or insulting.
Contact center customers can be a fickle lot, and there are many more ways than they can get seriously annoyed. So if you want to avoid irritating them and keep them on-board for longer, keep these additional ideas in mind:
Unfortunately, the list of ways in which customers can get irritated with contact centers is not brief. However, since contact centers are customer-facing departments, it is incumbent upon them to find ways to serve their customers without irritating them. To this end, it’s worthwhile to invest in resources and technologies that can help eliminate the 5 pet peeves we have discussed in this article. For more information, contact NovelVox today.
Subscribe to our free newsletter and get blog updates in your inbox