Improving call center performance

Rather than approaching call centers as a way to quickly deal with angry customers and get them off the line, some brands are using the communications as a way to inspire customer satisfaction and loyalty.

Rather than approaching call centers as a way to quickly deal with angry customers and get them off the line, some brands are using the communications as a way to inspire customer satisfaction and loyalty.

According to Business 2 Community, the top three problems customers cite in regard to call centers are the phone menu, long wait times and having to repeat information. The source suggests fairly simple strategies that a company can use to provide customers with a better experience.

Businesses can study their phone menu and see what could be eliminated to expedite the process without sacrificing important information, the source reports. To cut back on hold times, they might consider hiring more employees to ensure there are enough representatives to take the volume of calls they are receiving. Additionally, companies could install a call back function that would eliminate long customer waits since agents can return the inquiry as soon as they become available.

Credit card company American Express has decided to break away from the traditional call center model that often leaves clients frustrated and instead implement a system designed to build customer relationships, CNN reports. The company's EVP of world service Jim Bush tossed out the customer service scripts in favor of more personalized conversations. With this new strategy, the organization hopes customers will have such a positive experience that it will inspire recommendations to friends and family, thus turning customers into advocates for the brand.