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As someone with inside knowledge, you know that call center customer experience is important. When someone contacts customer service—whether it’s a chatbot, a call center agent, or the front desk—it is an act of humility. A recognition of powerlessness. Whether it’s a malfunctioning phone, some questionable charges on a credit card bill, or a lack of fresh towels, we reach out when we face problems we can’t solve on our own. In these situations, feelings of anger, frustration, and sarcasm come through much clearer. But this vulnerability is at the core. As a business customer, what are your call center customer experience expectations?
“Help, I need somebody,When customers take the leap only to hear scripted, impersonal responses from the other end of the line, the dynamics can quickly shift. This is especially true if you are dealing with a telecom provider that your business depends on. Because when large telecoms employ scripts and bots as their first line of support, customers wind up wasting more time and experiencing more stress, which exacerbates the problem.Help, not just anybody,
Help, you know I need someone, help.”
--Lennon/McCartney
This mirrors what we expect from our telecom provider when we call customer service. Ideally, we want:
We’ve all fallen into one of these call center customer experience rabbit holes before. Between long stretches of hold music, we’re passed along the chain, transferred to the wrong department, forced to answer the same questions, until we finally reach someone who can help us (or get disconnected). These systems are only helpful to the big box telecom in making their support operation sustainable. Lost in the equation are the minutes, hours, and even days that customers lose. (NOTE: Our resident hold music expert points out Call Manager Default music has a significant fanbase.)
“[C]ustomers can reliably perceive the degree of scripting used during a service encounter relative to the other script levels. Our study found that customers are not only capable of detecting the presence or absence of a script but can also detect the degree of scripting. This finding suggests that customers are able to detect subtleties in service design for script level.” [1]Once you know that a service agent is using a script, your attitude changes and your confidence level plummets. Because without the personal connection you might have with your doctor, you naturally assume that the agent’s reliance on a script indicates an inability to solve your problem. Unfortunately, when you call a big box telecom, that assumption is too often proved correct.
When you’re running a call center your SIP trunks are more than just a service. They are your connections to your customers. Connections and contacts are important to you as a business owner. You should be confident that your SIP service connections won’t fail, but neither will your connection with your SIP provider. When lost time can equal lost business and revenue, you deserve a SIP provider that goes beyond reliability and dependability. Your business deserves a SIP provider that sees you as an important partner needing personalized, individual support and not just an account number that plugs into a script.
Voxtelesys has flipped the script on call center customer experience. Contact us today to learn more about how we prioritize customer support by placing experienced experts on the other end of the line to personally answer your call, listen to your problem, and work with you to find a solution.
[1] Liana Victorino. "Can Customers Detect Script Usage in Service Encounters? Journal of Service Research - Liana Victorino, Rohit Verma, Bryan L. Bonner, Don G. Wardell, 2012." Journals.sagepub.com. n.d. Web. 9 Jul. 2017.