Integrated Contact Center – Increase Satisfaction Scores in Customer Service Calls

It is very obvious that when calling any service line, the customer would probably need urgent assistance regarding an issue. And certain issues might be frustrating enough for them and you don’t want to become a reason for their unpleasant experience. That may lead to dissatisfied customers and result in poor reviews for your business and might get them filing lawsuits against your organization. In such conditions, you need to focus on certain things to make your customers feel better and conclusively get satisfied with your support. And here at Apptivo, we’ve got you covered in such situations with our cloud-based complete Contact Center Software that is meant for all sorts of businesses.

Introduction to Apptivo’s Integrated Contact Center Software

To encourage balanced communication between your business and customers, Apptivo has developed an integrated Call Center Solution into its existing CRM application. It provides a dedicated Call Center service for your business that is entirely customizable according to your needs. Apptivo’s Call Center features IVRs, analysis dashboards, text messaging, calls, and many other crucial services for a successful Call Center solution. With our Call Center solution, we provide you the comfort to handle all your customer communication activities collectively and without being bothered.

So with our complete and integrated solution to your Contact Center needs, let us take a look at factors that result in increasing the customer satisfaction scores.

Providing Options

For any customer seeking a solution to an issue, it might not be the best for him to return without one. To this, you have to provide them with a variety of options for consideration when they call you for support. When the customers are given choices in a situation, it becomes easy for them to choose the best. In contrast to this, when customers are left waiting on hold for too long, or their calls have been transferred enough times already, or for the worst, they are left with an unsolved issue, results in dissatisfied customers. But with Apptivo’s Integrated Call Center, you get the benefits of having the customer information right from the CRM database made available to you. Based on this you can deal with the customers and give them choices to solve their issues in the best way possible. It results in less waiting times, fewer transferring of calls, and satisfied customers.

Avoiding Automated Voice Assistants

The advancements in certain technologies are indeed awesome such as the automated response systems that are used in call centers for attending the calls of customers, but it isn’t always the best option for all companies. It is seen that the majority of callers and support-seeking customers prefer to talk to a person rather than messing around with a virtual system. They are often disappointed with the system not responding accordingly to their needs and always prefer a human representative instead. Counter to this, you can adopt voice recognition systems mainly to sort the calls. You should opt for employing more human representatives for your call service instead of investing in the technology as it doesn’t always reflect a benefit to the business.

Training Your Employees Correctly

For a call center, employees mandatorily need to follow certain scripts when attending customer calls. And for a majority of call centers, it is required to

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