It is time contact centers begin rethinking how they handle their voice traffic.
Revisiting how a contact center defines agent metrics is one way to address the current gap that exists between customer expectations and how contact centers are delivering customer service via the voice channel. However, a long-term approach to address this gap is for a company to reduce its current dependency on ACD systems or potentially eliminate this dependency all together.
Phasing out the ACD can be accomplished by adding options to contact the customer back in the event of all agents are busy. Customers can choose to be contacted back when an agent is available or at a time and date that accommodates their schedule. The benefits to this approach are endless. Customers are no longer depleting expensive telephony resources while waiting on hold for an agent nor wasting their own valuable time on hold. Customers can even select how they want to be contacted back and once they are contacted, agents are prepared with all of the contextual information to efficiently address their issue.
Over time, as call deflection strategies evolve, such as redirecting customers to an IVR with a well-hidden transfer to agent option, and other self-service options are enhanced, companies can conceivably migrate to an exclusive contact back approach for customer who still need or prefer a live agent.
Contact centers can begin simplifying their internal telephony systems and do away with expensive contact center equipment and software such as private branch exchanges (PBXes), ACD and even computer telephony integration (CTI) software. The flexibility to choose alternate channels to voice when a return contact is made will further decrease a contact center’s overall dependency on expensive telephony resources, while putting customers in control of how and when a live interaction should occur.
For companies looking to continue to effectively respond to shifts in customer demands with regards to customer service, a migration to a full contact back approach to handle live interactions will have the benefits of reducing customer efforts, increasing customer satisfaction and loyalty and reducing the company’s time and costs associated with dealing with customers for live interactions. This is a win-win strategy for both stakeholders.
Want to learn more? Register now for Alain’s upcoming webinar on Reducing Customer Effort and Increasing Your Net Promoter Score.
