Call centers are often at a loss when it comes to the journey mapping of their customers. Most call centers treat the first call as the initial contact or the start of the journey, but in reality, this is probably the second or third step that they took.
The customer phoned in the first place because something was wrong and they could not solve the problem on their own. This means that the call center should always assume that the initial contact is in the negative as that they should work from there. Here are six steps to ensure that your call center’s journey map is done right.
Be sure to map the whole experience
It is not just the person at the end of the line or the beginning of the line that should critique a customer’s interactions. Everyone in the line should think about the customer’s entire journey and not just their specific interaction with the client. This will ensure that you get a holistic view of what the client experienced.
The customer’s experience is tied to staff training
The customers phoned in because they believed that they would be speaking to an expert. When the customer’s problem isn’t understood, it counts as a fail. Your team needs to understand the goals of the customer, as well as the processes involved in reaching that goal.
You want your staff to be aware of the problem, the solution and the various routes that they can suggest in getting to the solution. This will increase the trust that the client has in the service and they will likely return in the future.
Going the extra mile
When customers call your center, they have an expectation that they will be helped or that their issue will be solved. When you look at the entire customer journey, there exists that opportunity to educate the customer. This means that an agent can provide more value for the customer.
Immediately, they will feel that the service was worth their time and their experience becomes exponentially better. If your company wants to identify areas where they can go the extra mile, they should make use of contact treatment management software from Aceyus.com.
Focusing on the quality training team
You need to invest a good deal of time in your quality training team. Their training should be based on the whole customer experience journey and not single experiences in isolation.
When they have the whole picture in mind, they can train the call center agents better in terms of what behaviors and values drive more satisfying customer experience. Only doing quality assurance on isolated areas is like treating the symptoms of a disease and not the root.
Create voice and style consistency
There aren’t many things that rile a customer up as an agent that has an indifferent tone of voice. It doesn’t matter to which department a client gets transferred to, there should be a consistency in their tone of voice and the style in which they address the client.
It seems like a small thing, but when a customer hears the same urgency in every department, it builds their experience quality.
Using the journey to improve
Learning is probably the most important aspect of the customer experience journey. You should be able to look at the journey and establish where the weak links are. You could even see patterns of calls and include these issues in manuals so that customers can self-solve certain issues.
The whole point of the customer experience journey is to establish where you can improve your service. Gaining insights into what irks your customers and not using it is a waste of time.