More than a million people are now dealing with the transition to a new energy provider, which represents a huge pressure for branches and contact centers. Yes, it is an extreme situation that you probably will not encounter on such a scale, but a similar “shock wave” can come. Can you prepare for it? In unpredictable situations, it is impossible to plan sufficiently in advance. Within contact centers, processes and system support need to be set up so that they can adapt as quickly as possible. Also due to the lack of capable people, companies are now promising to speed up and streamline services, mainly through automation. But what can it really help a contact center with in practice?
Proper selection and classification, including process automation settings, will help prevent operator overload. Thanks to this, the system recognizes the customer and their request and helps them solve it independently or directs them to the right team based on automated rules.
How to handle a million people in a contact center in a few months?
But it is also important to balance automation, especially from the perspective of using contact with the client. Not everything that can be fully automated should be automated.
WHEN IT WILL SOLVE “ON ITS OWN”
Using the so-called “self-service zone” is suitable for chinese overseas africa database answering frequent questions, or for setting selected parameters of existing products and services. Other processes that can take place without or with minimal operator intervention are online client registration and selection or activation of a new product or service. However, it is always necessary to ensure that the client has the opportunity to contact the customer center and complete the process without interruption with its help. It is also advisable to set up process monitoring and monitor at which stages the client has a problem and does not complete the given activity. This makes it possible to reach out to clients and help them with completion. At the same time, it is possible to tune and optimize the process.
ONE SYSTEM RULES ALL
In practice, it often happens that each part of the contact center business registration and obtaining permits uses its own assigned channel, which is operated through its own system, and there is insufficient transfer of information about the customer across departments. The problem is also that the customer does not always strictly adhere to one single channel. He may start by filling out a form on the website, continue with a question in the chat and then call the customer service line.
The basis of the solution is the correct design of processes and the connection of individual steps in the customer journey. An essential part of the implementation is integration with other systems, which allows you to get the required data from different systems in one place. When interacting with a client, the operator has tools available in one place for quickly handling requests, without having to work in several systems serving different products and services. personalization.
EXTERNAL CUSTOMER CENTERS
If a contact center has one flexible software, it has another thailand data major advantage. This makes it easy to involve external contact centers in the client service process. They typically have their own operating systems, but in the process outsourcing mode, it is now easy to grant external center operators access to the client’s system so that they can perform selected activities.
The contact center is one of the most important parts of most companies. Therefore, contact centers should be an important part of all processes, investments and digital transformation.