{"id":6739,"date":"2020-01-21T09:10:36","date_gmt":"2020-01-21T08:10:36","guid":{"rendered":"https:\/\/icr-evolution.com\/?p=6739"},"modified":"2021-10-07T16:06:59","modified_gmt":"2021-10-07T14:06:59","slug":"5-tips-for-a-better-quality-of-service-in-your-contact-center","status":"publish","type":"post","link":"https:\/\/www.icr-evolution.com\/en\/blog\/5-tips-for-a-better-quality-of-service-in-your-contact-center\/","title":{"rendered":"5 tips for a better quality of service in your contact center"},"content":{"rendered":"\r\n

Who hasn\u2019t desperately waited on the phone for ages to speak to someone on the contact center, wishing for the annoying hold music to stop? Who hasn\u2019t considered throwing their cell against the wall as they were going through the confusing options of an IVR?<\/p>\r\n\r\n\r\n\r\n

I have, and I bet you have too.<\/strong> Did you, like me, end up hanging up and decided to try again later, hoping for a quicker answer and finally getting the service you deserve? A service with no wait times, no effort, and where someone might finally take interest in solving your issue using common sense, and who knows, may even be nice about it!<\/p>\r\n\r\n\r\n\r\n

Hopefully, this isn\u2019t how your contact center operates, but it is clear that if you want to serve your customers with virtually no waiting, you\u2019ll be forced to over resource your teams, and suffer from a high cost-to-serve, and if you\u2019re too efficient about resource planning, you may end up with a negative customer experience<\/a>. Thankfully, there are a few tricks you can use to find the right balance.<\/strong><\/p>\r\n\r\n\r\n\r\n

What does “good” in a contact center look like?<\/strong><\/h2>\r\n\r\n\r\n\r\n

The abandonment rate and quality of service are closely linked and provide an accurate measurement of how we\u2019re balancing efficiency and quality, especially if we are thriving to make every customer interaction count. Whether it\u2019s a sale or a simple query, it\u2019s a business opportunity that we can\u2019t ignore. But how do you know what the right level of service should be?<\/p>\r\n\r\n\r\n\r\n

As a rule of thumb, the highest level of service that you can achieve is 95%<\/strong>, but as we mentioned, achieving this would imply losing out on productivity as you would have too many agents lying around waiting for contacts to come through.<\/p>\r\n\r\n\r\n\r\n

However, below 82%, studies show that there is a high repeat contact likelihood.<\/strong><\/p>\r\n\r\n\r\n\r\n

As such, we recommend aiming to answer between 85 and 90% of calls within the first 20 seconds, although you may wish to consider increasing that target for specific audience groups, especially high-value customers.<\/p>\r\n\r\n\r\n\r\n

We\u2019re sharing our top 5 tips to achieve these objectives without losing your mind.<\/p>\r\n\r\n\r\n\r\n

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    Deflect traffic with digital solutions and intelligence<\/strong><\/h3>\r\n<\/li>\r\n<\/ol>\r\n\r\n\r\n\r\n

    The main cause of a low quality of service tends to be rather simple: there are too many avoidable calls. Offering self-service options<\/a> online or over the phone and using a chatbot for basic queries are both excellent levers to reduce repetitive low-value contacts. Automating as many transactions as possible is worth the investment not just because it will deflect calls, but also because customers will appreciate being able to do it themselves.<\/p>\r\n\r\n\r\n\r\n

    Another valuable option is to proactively reach out to customers before they have to get in touch<\/a>. This is great because the customer will be pleasantly surprised, and you\u2019ll be able to choose low traffic times to use less busy resources.<\/p>\r\n\r\n\r\n\r\n