How to Handle Customer Complaints at Contact Center in Top 5 Ways?

Complaints are always an integral part to any business undertaking. It happens because your customers always have almost unrealistically high expectations from you. 

You cannot stop complaints, but you can at least adequately address customer’s grievances using the appropriate call center software. 

The latest survey by Zendesk reported that more than 80% of the customers stop doing business with a firm due to its bad customer support. 

The correct strategy should be to strengthen your customer support process. Every entrepreneur should dedicate some time towards modernizing his contact center with relevant call center software solutions. 

According to Forrester, more than 95% of the customers find various ways to get in touch with the contact centers. Unless, the call center is well-equipped with such tools, it is impossible to assist the customers.

These days, most of the customers are in the age bracket of 18-45. They are relatively more impatient than others. Even slight delay towards resolving their queries will seriously piss them off. 

The use of sophisticated call center solutions is highly recommended to tackle such issues. Such tools process customer’s query carefully and in the promptest manner. 

Tackling Consumer Complaints: Industry Insights

Daniele, 31, an outsourced agent at Washington, feels that consumers’ complaints should never be treated as a drawback. 

They are a part of every business enterprise. The goal should be towards improving the after-sale-service while keeping the flow of communications from the callers to contact centers open. 

Only the best call center software should be opted for at the contact centers to offer exceptional services to the customers. 

Shelly, 33, contact center supervisor at Florida, opines that customers actually do not get angered at the tele-agents. The slow processing of the equipment at contact centers really infuriates a customer. 

Shelly added that super efficient calling tools like cloud contact center software can straightaway bring a drastic drop in consumer complaints with their lightning-fast processing speed. 

These tools are user-friendly and flexible too. A recent survey has claimed that by 2017 end, around 70% of the customer support services will be conducted via cloud system. 

Mark Jacob, 28, call center employee at a New York-based BPO firm, said that consumer’s doubt and questions can be best tackled through the use of appropriate tools and software only. 

“Common, we are humans not gods. How can we resolve all questions of customers instantly? We need time and proper guidance,” Mark added. 

The installation of the best telemarketing software is advisable as it facilitates staff to easily converse with the supervisor without letting the customer know about it via whisper mode.

Top 5 Tips of Handling Customers’ Complaints

1.    Full Call Conversation Record: An entrepreneur should necessarily install the outbound call center software to support cent percent voice data recording in a chronological manner. Once the entire data is recorded, it becomes easier for the supervisors to rectify their customer support strategy.

2.    Take Feedback Seriously: The Harvard Business Review indicated that around 60% of the customers visit a company website to resolve their queries. 

But surprisingly, many of the firms don’t pay heed to customers’ feedbacks that are posted online. This should not be done. When advanced calling devices like the virtual call center software is installed – it records all feedbacks and intimates the same to the telecalling agent for further action.

3.    Reach out to your boss: Though not always possible, it is certainly a good way to talk to your boss if there is a continuous flow of consumer complaints. It means something is seriously wrong with the customer support services and the same requires immediate attention. 

The use of outbound calling software can be apt in such a scenario as it supports live video chat and conference with the call center supervisor during a live chat if needed.

4.    Polite Behavior: The recent customer trends suggest that by 2020, most of contact center working will be done by video chat so installing such tools could be a welcome move. Since there will be face-to-face communication so sweet behavior from call center staff is highly expected.

5.    Continuous Improvement: A telecalling agent should keep on reinventing his convincing skills. It means that your productivity should be reflected on how you deal with the customer’s problems and approach with a conflict resolution goal. 

Courtesy, politeness and apology are the three necessary things that you should exercise while resolving a customer’s complaint. Such etiquette can be trained for by listening to agent calls using the call recording feature in the cloud customer service software – just install the tool and keep a tab on it to enhance your customer support skills.