The customer contact center is your company’s business card. It is at least as important as your store counter or reception desk, even if the contact is not physical. By choosing an adequate solution, and streamlining your processes, you will ensure that your customers are satisfied and stay that way. In this blog, we share 9 tips to get your employees working efficiently and effectively.

1 Communicate proactively

Make sure your processes are set up so that you can communicate proactively. That way you can communicate about it even before an outage or delivery problem starts to occur.

2 Be aware of the entire customer journey

The moment a question comes in to the customer contact center, the customer is already halfway through their customer journey. As soon as he or she visits your website, the customer journey has begun, and it doesn’t end until the customer is satisfied with the purchase. Therefore, make sure that you not only manage your employees in handling inquiries and complaints, but that you are involved in all business processes. That way you know exactly what is going to happen, and only in that way can you be proactive.

3 Avoid questions

Therefore, it is also important to keep your customer informed throughout the customer journey. As soon as he or she orders something, the flow of information should start. When will the order be processed? When will the order go with PostNL? This is how you avoid questions.

4 Provide clear steering information

Your team consists of people and they require management. With clear management information you have a tool that helps you do that. Share this management information with your employees, give them insight into the KPIs, the number of complaints handled, the service levels. That way you share the responsibility and they will be even more driven to help the customer quickly and pleasantly.

5 Get the right skills in the right place

Not everyone is a star in every field. Make sure you know where the knowledge and experience of each of your employees is, and make sure the work is distributed as well as possible. By using your people to their strengths, you will not only have happier employees, but you will also ensure happier customers.

6 Plan

Working efficiently starts with planning. When do you deploy which employee with which skills, at what time, on which parts? Also make sure that your employees can quickly find any information they might need, so that the quality of your service remains high. With the right application, your employees will know in no time which customer is on the line and what the status of a complaint or order is.

7 Answer all questions

Often several questions are asked in a contact moment, but not always all questions are asked directly. Make sure your people always check for hidden questions that they can answer. Go for the first time fix so the customer doesn’t have to contact you again.

8 Deploy as many channels as possible – and do it well

Make it easy for your customers to contact you by offering them multiple channels. Whether it’s phone, email, chat, Whatsapp or social media channels, make sure your customer can contact you through the channel they feel most comfortable with. Make sure that if you deploy channels, that they work well and that the people behind them can be reached. A good application will help you do that.

9 Choose quality over quantity

Of course you want customer contact to be as quick as possible and cost as little as possible. But never lose sight of quality. Always go for that first-time fix, otherwise you’re going to keep getting questions back and forth. That only costs more time and makes customer satisfaction go down.

Curious?

The ideal customer journey, the optimal customer experience, is the primary factor by which you can differentiate yourself from the competition. By structuring your quality process, you contribute to the future-proofing and success of your organization, both in the short and long term. Do you also want to stand out in the market? Then contact us without obligation. We will gladly work with you to find the ultimate solution for your customer contact center. Want to get acquainted first? Stay informed by signing up for our newsletter.