For call centers, a bad review is not the same as it used to be. Up until a few years ago, a customer called in, complained, and not much happened outside of the discipline enacted on an employee in question. How things have changed.
Now, call centers have another factor to consider—social media. A complaint will live across multiple social media sites, detailing exactly how a company failed to produce a quality customer experience. It is like a public black eye that never really goes away. Needless to say, there’s less wiggle room for organizations today.
The goal, however, is to avoid getting any bad reviews at all. When a company has access to the right call center software, this becomes possible. Some of these possibilities include the ability to manage heavy volumes of calls and mitigate wait times. For example, instead of being on hold for five minutes, automated agents can facilitate immediate call backs, allowing customers to completely customize their calling experience.
Ultimately, the key is to treat each customer as the most important one. To do this, customers must be supported by call center applications and software that keeps them engaged across multiple channels. Data that is collected via social media can be used to generate compounded information about customers. The more information an agent knows about a customer, the less reason there is for that customer to have a negative calling experience.
