Modern Customer Service Standards in Call Centers

Quality, Speed, Efficiency

Multichannel in the call center allows consumers to solve the problem in the most comfortable way – reporting the case by phone, via the form on the website or directly at the customer service office. The Report shows that for 62% of them, 24/7 service is the most important, but today the demanding and conscious consumer expects much more than just decent and correct communication. Customers are aware of the trends in the industry and modern technologies, therefore their implementation in a call center is crucial. Modern standards of customer service oscillate around the development of its most important elements, i.e. telephone, e-mail, live chat, fax, SMS, social media or video chat, allowing for achieving great results at every level of communication.

Thanks to the support of innovative IT systems, companies are able to achieve tangible results, make accurate personalization of contact with the client and guarantee the highest quality customer experience. Extensive CRM, e-mail marketing systems and IT tools for monitoring social media provide excellent and comprehensive service. Moreover, in order to improve customer service processes, companies very often use advanced archiving and data storage systems or anti-spam programs, which creates a professional infrastructure inside the company, eliminating the risk of error in communication with the consumer.

Customer Service – Modern, Meaning What?

Dynamic, effective, professional and meeting the expectations of consumers. Based on advanced technologies and focused on developing relations between consultants and clients.

According to Forbes Insight (2), the processes that companies focus on to create a reliable and modern customer service system include:

• comprehensive customer support during their contact path, from the level of any device (especially mobile) and in each channel
• enabling smooth contact and continuity of communication between channels
• competence and professionalism in responding to customer needs
• Accurate identification of the problem and suggesting appropriate solutions or a personalized offer
• responding to consumers’ needs and solving their problems in real time
• integration of social media channels in the communication process

Experts indicate that the greatest potential in terms of modern customer service still lies in direct telephone contact, online contact forms, mobile applications and responsive websites for mobile channels, self-service on the web, e-mail contact, SMS messages, chat rooms.

Customer Service Standards in Call Centers

Artificial intelligence in the perspective of automation of service processes, omnichannel and a database with the history of the customer’s current path, video chat that goes beyond exclusive verbalism, thanks to which consumers gain even greater trust in the brand, migration of technological solutions to the cloud, personalization and self-service – these are the most important variants which are worth introducing in a call center as part of modernizing customer service standards.

The essence of artificial intelligence is not to replace the existing customer service processes, but to supplement and improve them. AI not only reduces service costs or personalization of contact, but also the overall customer experience. Artificial intelligence is important in building effective self-service, the highest quality telephone communication and contact via chat, and thanks to extensive Big Data analytics, it is possible to create precise customer profiles. This will allow them to instantly respond to their needs and propose specific offers that will be attractive to them. What’s more, pairing consultants with a specific consumer is a considerable revolution in contact with the call center, e.g. based on the previous history of contact and verification of specific characteristics of the interlocutor, e.g. a foreign language.

The challenge for the call center is a smooth transition from good and satisfactory to above-average customer service and maintaining a balance between maintaining great relations with the consumer and continuous implementation of innovations. The communication strategy based on modern customer service standards eliminates the risk of breaking cooperation with the consumer and increases the chances of gaining a competitive advantage on the market.