Call Waiting Catastrophe…. How Outdated Call Strategies are Killing Your Contact Centre’s Efficiency By ammie_user Categories: Blog Tags: Customer Service Introduction - Awareness Customer service is often overlooked since companies pay more attention to pricing, ads, fast shipping, functionality, etc. These are all vital parts of businesses, but customer service is what often fuels them and keeps them running. Marketing is here to attract people, but customer support is what makes them stay. Contact centers are like a direct line between companies and their customers. They’re the first place customers go for help and to build good relationships. In fact, 94% of consumers are more likely to choose the same organisation again after a positive customer service experience and 77% of customers view a business more positively if they’re proactive with customer service. But many times, the issue arises when contact centers aren’t performing well and organizations start losing their valuable customers. Unfortunately, nearly two-thirds of consumers will immediately stop doing business with a brand once they receive poor customer service.Let’s glance upon the 5 key factors contributing to the underperformance of Contact Centers. If you are a Centre Head and worry about your Contact Center’s underperformance a comprehensive understanding of these issues is critical to formulate effective strategies for improvement and ensuring optimal service delivery. (Explore our AHT Calculator designed to assist contact centers in comprehending essential Key Performance Indicators (KPIs) related to Customer Satisfaction (CSAT), operational efficiency, and agent effectiveness.) Long Waiting Time Issues: Customers are kept on hold for ages, leading to frustration and dissatisfaction. Lack of Performance Metrics and Analysis: Without data-driven insights, you're flying blind in improving your Contact Center's efficiency. Unoptimized Processes and Workflows: Inefficiencies and bottlenecks are causing delays in query resolution. Inadequate Self-Service Options: Customers crave convenience, and if they can't find answers on their own, it's a problem. Outdated Technology and Tools: Your Contact Center might be stuck in the past, hindering your ability to keep up with evolving customer expectations. Client story - Experience As Canada’s premier flag carrier and the largest airline in the country in terms of both size and passengers served, Air Canada has been a pivotal player in the aviation industry since its establishment in 1937. Offering scheduled and charter air transport services for passengers and cargo to 222 destinations globally, the airline has solidified its position as a leading force in the international aviation landscape. Despite its renowned commitment to top-tier customer service, Air Canada’s Contact Centre faced a persistent challenge within its walls – the issue of extended Call Wait Times. Recognizing the importance of enhancing customer experiences, the Center’s head, set out on a mission to find a solution and redefine the service standard. The Center’s head reached out to us, and we delivered a cutting-edge AI solution designed to streamline operations and enhance customer interactions. (Explore our AHT Calculator designed to assist contact centers in comprehending essential Key Performance Indicators (KPIs) related to Customer Satisfaction (CSAT), operational efficiency, and agent effectiveness.)With the foundational groundwork firmly laid and the representatives duly empowered, the center began its journey towards a customer-centric approach. A wave of customer-centric innovation swept through the center, permeating every facet of its operations. The once looming specter of prolonged Call Wait Times became a thing of the past as the center swiftly transformed into an epitome of seamless, efficient service provision. This triumph of efficiency not only redefined the center’s operations but also set a new industry standard, solidifying its position as an unrivaled beacon of exceptional customer service. Evidence If your contact centers are facing similar challenges, the responsibility falls on you as the Center Head to take prompt action. Let’s explore some key features that can contribute to the transformation of your center into a highly efficient Contact Center.1. Contact Center as a Service (CCaaS): Integrates voice recognition, AI, and automation to elevate engagement, experience, and overall efficiency.2. End-to-End Cloud-Based Contact Center Design: Tailors implementation to comprehend current business scenarios, especially in specialized industries.3. Unified Agent Workspaces: Provides agents with a single-pane-of-glass view, seamlessly integrating customer journeys and offering real-time advisory and automation.4. Core Dashboard with Augmented Intelligence: Offers a unified customer view, robust support for various communication channels, and access to both historical and real-time transcripts.5. Dynamic Conversational Experiences: Enables nuanced language understanding, sentiment recognition, and seamless topic switching for enhanced customer interactions.6. AI-Based Conversational Call Flow: Automates call flow management, provides auto-suggestions for customer care agents, and efficiently manages booking-related parameters.7. Loyalty Programs Integration: Facilitates integration with digital wallets, manages flight bookings, provides discounts, and ensures a seamless travel experience.8. Secure IVR System: Enables secure credit card transactions, ticket issuance, and handling of sensitive customer data with robust security measures in place.Worried about locating top-notch features? Allow us to acquaint you with a unified CX platform that provides lifelike conversational AI for your brand experiences. Positioned at the forefront of technology, our solution has the potential to revolutionize interactions between individuals and organizations, thanks to its flexible conversational AI capabilities. (Explore our AHT Calculator designed to assist contact centers in comprehending essential Key Performance Indicators (KPIs) related to Customer Satisfaction (CSAT), operational efficiency, and agent effectiveness.) Dive into the remarkable results our solution has achieved in comparison to Contact Center performance metrics. Elevated Customer Satisfaction (CSAT) Optimized Average Handling Time (AHT) Swift Response and Reduced Wait Times Diminished Abandonment Rates Effortless Query Resolution Summary CTA As a result of its high-end performance, Air Canada customers found themselves more engaged and inclined to stay loyal to the airline. Ultimately, the integration of ammie.ai into the center’s operations not only transformed the dynamics of customer service but also solidified its reputation as an industry leader, setting an exemplary standard for service excellence that competitors could only aspire to emulate. Explore our AHT Calculator designed to assist contact centers in comprehending essential Key Performance Indicators (KPIs) related to Customer Satisfaction (CSAT), operational efficiency, and agent effectiveness and witness how ammie.ai can revolutionize your organization. Don’t delay any further; reach out to us today and embark on a transformative journey to elevate your customer service standards and stay ahead in the dynamic landscape of customer-centric operations. (Know more).