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Unified Communications Improves Customer Retention

July 13, 2015 by

There may be fewer situations more annoying than calling customer service and promptly being placed on hold. You're left to wait, listening to the company's choice of monotonous music and increasingly growing impatient. It may be only a few minutes or it could be more than 30. The longer you have to wait, the less satisfied you are with the organization you're calling.

When companies put their customers on hold for long periods of time, they're potentially losing their business. If people don't feel like they're appreciated by your corporation, they're going to go to one where they are. The contact center needs to be efficient and flexible to provide consumers with the engagement they need, which is why businesses should switch to unified communications.

Efficient Call Centers Boost Customer Satisfaction

In today's tech-savvy world, phone calls are on their way to becoming a thing of the past. Email, social media, and SMS texting trump other forms of communication. While the call center is usually favored by older audiences, millennials want the flexibility of communicating with customer service representatives using the method of their choosing. Multi-channel contact centers will be the ones younger generations prefer. According to a survey by the Aberdeen Group, the best services have 89 percent higher customer retention and an 87 percent first call resolution rate.

This can be attributed to the multitude of tools they have at their disposal. Contact centers with UC solutions have access to instant messaging for business, email, SMS text, audio and video conferencing to help customers with any issues they may have. This allows them to communicate with more than one consumer at once, which shortens the amount of time spent on individual customers. It also frees up valuable phone time by eliminating needless conversations for questions that can be answered with a simple text or instant message.

Callers will be more exasperated when they have to be transferred from one person to another to solve their problem. It's even worse when they have to explain their issue each time. UC tools can limit transfers or eliminate them altogether, Customer Think explained. First call resolution is important to keep the customer satisfied and returning. ThinkingPhones' system allows call center employees to use various forms of communication to get into contact with experts in the company. Without putting the caller on hold, workers can chat with another employee, use presence to determine the most qualified and available person, conference the person into the call, or transfer it.

ThinkingPhones also has automated call distribution, call routing, and queues to ensure consumers have a minimal wait time and can reach the most qualified person on the first try.

Top Training Leads to Quality Service

To be able to provide the highest level of customer service, representatives need training and experience. They won't be able to help someone to the best of their ability if they don't know how a call should go. UC allows more than one person to be on a call at once, which means the new hire and the manager have access to a customer at the same time, according to Customer Think. ThinkingPhones has listen, whisper, and barge features that gives employers the tools they need to provide premium training on the job. They can listen in on trainees' phone calls, offer advice through whisper, and enter conversations with barge.

When representatives know what they're doing and how to quickly get the information they need to offer great service, maintenance costs and wasted time go down and customer satisfaction and efficiency increase. Multi-channel contact centers can deliver a consistent experience while reducing costs by at least 20 percent, Customer Think claimed. With the proper tools in place, customer service boosts retention and satisfaction rates.

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