Automating Customer Communication Can Go Very Wrong


The business world is continually being digitized hence, one on one interaction is very important.

More often than not, businesses prefer to digitize their services so as to put aside employees. They believe it is faster, safer and more efficient compared to making use of people, so as to avoid all human error risks that entail.

However, when it comes to managing telephone communications, it could be very detrimental; we recognize that the human voice is matchless.

Research was conducted to discover what kind of experience customers preferred between IVRs and human voice communication and the responses received clearly stated that customers don’t like Interactive Voice Responses (IVR) because they found it unhelpful, rigid and time-consuming.

If you’ve got a challenge that does not precisely fit in with the categories the IVR is programmed to handle, it will be impossible to find the information you require. This simply implies that you will end up wasting valuable time making a call during which the agent presents you with options that are irrelevant. We don’t believe there’s any business out there that can afford to waste such time.

When customers call a business to seek help, it’s because they desire human interaction with someone that truly understands what they need. However, in what ways can call center companies provide this service in an affordable manner? The solution is easy: you must have good organization skills and also train your employees properly.

Unsurprisingly, it’s easier said than done. The majority of companies only provide employees with short teaching sessions to establish how they are expected to handle telephone calls and then throw them into the deep end. By so doing, a great learning opportunity is lost.

If employees are counseling customers that are dissatisfied, it is important that they fully comprehend what they’re discussing. For this reason, training programmes have to incorporate comprehensive advice on the products provided by the company as well as the values it represents. Your workers are your ambassadors and it is vital that they know who they embody so as to accomplish major business goals, the ultimate goal being satisfying the customer.

Improving call centers can bring about building better relationships with customers. It helps to have employees that are helpful, informed and courteous, however, it takes time to build relationships and quality contact and interaction will help set this up.

Business owners must make sure that there are ready processes that allow customers to become acquainted with your staff. Some very big call centers hire people specially to respond to particular questions from a particular client base – however, it’s usually only the big companies that have the capacity to achieve this. When companies erroneously prioritize cost-cutting above everything else, it brings about poor customer service. In today’s increasingly digitized business and consumer world, personal communications matters a whole lot and is capable of helping a company excel and distinguish itself from computerized, anonymous conglomerates.

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