Digital has changed the game. Many studies have shown that customer satisfaction is still based on one constant: the possibility of interacting with another human being.
While web platforms, applications and robots allow a large part of customer requests to be processed more quickly and efficiently, human interaction still plays a large role in satisfaction.
This is where the call center plays a leading role in customer satisfaction and in building a successful customer experience. taiwan whatsapp data
However, call centers have a rather bad reputation among callers, partly because of many years of using a call center being a chore.
But that can change!This is certainly the biggest criticism that can be made of the old design of call centers. An industrial design in which profitability took precedence, and which benefited the requests processed and not the customer.
Dealing with a request quickly often means sacrificing the quality of the response. Referring to a website allows the advisor to close a file. But there is no guarantee that the customer will be satisfied with the response they receive.
It is important to resolve as many cases as possible on the first call. However, care must be taken not to sacrifice the quality of the service provided. By following this principle, and by accompanying the customer throughout the process, we ensure a positive and satisfactory customer experience!
Call centers have known dark times, governed by profitability and speed of responses. However, it is part of a rigorous customer experience strategy that requires better quality service. To offer a consistently positive customer experience, a call center must be multichannel, and above all at the service of the customer!