Whether it’s a customer, prospect or a partner on the phone to your call centre, they want one thing: service.
The call itself could be a sales enquiry, a complaint, a request for help or perhaps a query about an invoice. But they expect a response that understands their needs.
As if that wasn't enough, most customers want service that is quick (but not rushed), they want to be treated appropriately and they want to deal with a competent agent – one who knows how to get things done.
Perhaps most importantly, customers want continuity. That means they want your call centre agents to know who they are, what interactions they have had in the past, and how to help without asking the customer to repeat information that they've already provided.
In short, they want a great call centre experience. And the good news is that with the right technology, it's possible to provide one.