“Every company’s greatest assets are its customers, because without customers there is no company.”
– Michael LeBoeuf
In today’s customer-centric era, the growth of any business revolves around the happiness of customers. This is so because the brand can thrive if customers are happy with it. Generally, customers have two expectations from brands:
- Attention-grabbing products.
- Unmatched support service.
In order to live up to customers’ expectations, companies put their full focus on manufacturing products and let specialised service providers handle support requests. Customer care service providers like BPO firm, inbound call centre, etc. always make sure that the best possible solutions get delivered during support interactions.
The determination of inbound call centre service providers cannot be questioned because they always do their best whether it is related to staying abreast with state-of-the-art technology or bringing a myriad of customer-facing employees on board. After doing this much, still, there are some factors that cause customer frustrations.
Today, we will talk 4 common frustrations that customers experience after initiating a support interaction. So, let’s get started:
1. Complex IVR menu
Usually, customers place a call when they come in need of support service. However, they have to browse IVR menu before being connected to support agents. Most of the times, customers don’t mind navigating the IVR menu as they know that it can help to get desired solutions without having a word with support agents.
The factor that frustrates customers is going through deep or complex IVR menu. If you put yourself into customers’ shoes, you will automatically understand how it feels after being stuck in the loop of several options.
Therefore, it is extremely important for every inbound call centre to maintain the reliability of the IVR system in order to prevent any frustration to cause.
2. Long hold time
Do you know when customers lose their composure and get infuriated? No? When they have to wait for a long time span in order to get the desired solution. Oftentimes, customers want an answer of their queries as soon as the made call is connected to the company.
This factor is worthy to get attention because most of the customers put the phone down after merely waiting for 2 to 3 minutes. From the business’s perspective, this isn’t good by all means. In a concise manner, high hold time equals to high customer frustration.
Therefore, it is vitally important for callcentres to slash the average hold time as much as possible. Here are some suggestions that that would help regarding the same:
- Provide top-notch training to newly appointed customer service representatives.
- Come up with reliable call scripts.
- Instruct support agents to use the CRM system so that customer interactions could be concluded swiftly and appropriately.
3. Unnecessary call transfers
Unnecessary call transfers is another factor that results in customer frustration. Whenever customers place a call to avail reliable solutions, they expect someone courteous and knowledgeable at the other end.
However, when the call gets transferred from one department to another regarding the solution of basic issues, this leaves a bad impression on customers, which consequently, leads to negative WOM. In the worst scenarios, in addition, customers even decide to cut the ties with the brand. And expecting better business growth with poor brand loyalty is just like living in a daydream.
Therefore, it is paramount for every recognised inbound call centre to stop unnecessary call escalations in order to ensure enhanced CX levels. Furthermore, it should be ensured that all the information provided by customers gets transferred to the other department if the situation demands call escalation as there’s CSAT score at the stake.
4. Mechanised customer service representatives
Customarily, it is believed that offering reliable and swift resolutions is the key to win customers’ hearts when a support interaction is going on. Most of the part of this fact is true, but there is one other factor that highly matters for customers; ‘Human touch.’
Oftentimes, customers prefer to get help via voice channel because it offers a personal touch which cannot be expected from other support mediums. While handling customer calls, however, sometimes customer service representatives follow call scripts very closely. Owing to this, they sound robotic which, in turn, makes the whole conversation less personable and empathising. As a negative outcome, this points to high customer frustration.
Thus, it is significant for inbound call centres to train their customer service representatives in such a way that helps to humanize support interactions. What’s more, support reps should be told the negative consequences that often take place after using call scripts carelessly.