Most contact centers are caught up in a trade-off between “better service or faster service”. But ideally, good customer service shouldn’t be about compromising on either of these. What are the issues that customers face with delayed services, and why are agents unable to deliver faster service when it’s the key to customer retention?
Let’s find out.
The customer
Jacob called up customer service regarding a credit card issue that wanted urgent assistance. However, his experience left him frustrated and drained. Every time he called the line, he would be placed on hold for what seemed like an eternity, only to be transferred from one agent to the next, each requiring him to narrate the issue from scratch. Jacob and many other customers like him wanted a banking service provider who would value their time and address their issues efficiently.
The Agent
Sam is one of the agents coordinating with his team to resolve Jacob’s issue. Overwhelmed with complex systems and outdated tools at his disposal, he finds it hard to deliver efficient services. As the call volumes increase, so do Sam’s challenges. The information he needs to answer queries is scattered across multiple platforms, making it difficult to access and slowing down his response time. Additionally, the absence of a centralized knowledge base means he often has to rely on his memory or seek help from colleagues, prolonging the resolution time.
An Alternative Scenario
Recognizing the need for a change, the Bank decided to implement a new solution: Unified Agent Desktop.
It streamlined the workflows for Sam (the agent) and provided a unified interface to enable him to deliver quality customer service. The agent desktop brought together all the necessary information about Jacob (the customer), such as account details, previous interactions, and service history, into one place. With just a few clicks, he had all the information he needed to offer accurate and prompt assistance to Jacob, which significantly brought down the average handling time (AHT).
| Also see: 15 Things For Reducing Average Handle Time |
As for Jacob and other customers like him, he was thrilled to receive a personalized experience. The agent already knew his name and had a complete understanding of his previous interactions. Without any delays or transfers, the agent swiftly addressed his query and offered a solution that exceeded his expectations. The company’s commitment to its customers made Jacob a loyal customer.
The unified agent desktop can help tackle the issue of longer resolution times. By centralizing customer data in one place, it saves agents the manual effort of sifting through disintegrated applications. Faster access to information allows them to address customer queries in a prompt fashion, thus ensuring customer satisfaction.
