{"id":1681,"date":"2015-05-07T14:23:50","date_gmt":"2015-05-07T14:23:50","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-05-07T14:23:50","modified_gmt":"2015-05-07T14:23:50","slug":"trust-extends-to-those-in-your-call-center-as-well","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/trust-extends-to-those-in-your-call-center-as-well\/","title":{"rendered":"\u2018Trust\u2019 Extends to Those in Your Call Center, Too"},"content":{"rendered":"

May 7, 2015<\/p>\n

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We\u2019ve all been there: You call a company with a question or a basic inquiry about a process. You hear the automated message, make your selection, yell \u201cAgent!\u201d and wait for a real person to pick up. They then transfer you to someone else (AFTER you\u2019ve given them all your information), only to have you repeat the whole process all over again. It\u2019s maddening.<\/p>\n

And now, as it turns out, it's costly, too.<\/p>\n

Brian Olesen, Director of Enterprise Operations at inContact, a leading cloud contact center provider, just posted a blog<\/a> on the problem in general and how it is specifically affecting one particular industry: financial services.<\/p>\n

\u201cOver the past two decades, the financial services industry has witnessed a number of transformative events, including the rising popularity of online banking, increasing levels of technological advancement, and increasing levels of government regulation. Banking isn\u2019t what it was when I was a branch teller over two decades ago,\u201d Olesen writes. \u201cIt is the next big change, however, that will dwarf all of these. Naturally, some financial institutions will adapt and others will not. The Customer Experience\u2014the combined set of processes and business interactions that define how a customer conducts business. Companies that get it will thrive, and those that don\u2019t will die a painful death.\u201d<\/p>\n

Olesen cites a recent Ernst & Young report comprehensive survey<\/a> which surveyed 32,000 retail banking customers across 43 countries.<\/p>\n

\u201cThey found that customers expect superior customer experiences, with \u2018the way I am treated\u2019 ranking second only to \u2018financial stability\u2019 as the most important reason for trusting their bank,\u201d Olesen notes. That\u2019s a sobering statistic in and of itself, but the survey also indicated that a poor customer experience is the most common reason for closing accounts\u2014even more so than fees, interest rates, branch locations, and convenience.<\/p>\n

Now, think for just a moment: How are your<\/em> People interacting with those who call you? That's a scary thought, isn't it?<\/p>\n

Based on the survey\u2019s findings, Olesen offers three suggestions on how to better interact with your customers so that they remain customers. They include:<\/p>\n

Empower Your Employees:<\/strong> \u201cAllow employees to solve customer problems by providing them with the right tools and resources,\u201d he suggests.<\/p>\n

Empower Your Customers:<\/strong> Provide customers with easy ways to report issues by removing obstacles.<\/p>\n

Leverage Technology:<\/strong> \u201cContinue to evolve your technology assets by leveraging best-in-class tools for self-service, the contact center, and the Web,\u201d Olesen says. This way, you\u2019ll always be one step ahead.<\/p>\n

\u201cBy focusing on the customer experience, companies can improve customer retention and ensure repeat business for years to come,\u201d he concludes. Wise advice, indeed.<\/p>","protected":false},"excerpt":{"rendered":"

May 07, 2015 We’ve all been there: You call up a company with a question or basic process-inquiry. You get the recording, make your choice, yell “Representative!” and wait for a real person to come on the line. They then transfer you to someone else (AFTER you’ve given them all your info), only to repeat […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1681","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1681","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/comments?post=1681"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1681\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media?parent=1681"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1681"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1681"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}