To satisfy the connected customer, you need to interact with them through their preferred mode of communication. Some customers want to reach out via phone, email, live chat or social media. Whichever channel they contact you on, you need to be present lest you lose them.
A multi-channel communication goes beyond the traditional hotline to include social media platforms, email, text messaging, live chat and self-service options. Your ability to stretch your call center to include the above will ensure that you provide a seamless and consistent customer service experience.
Transitioning your call center to a multi-channel call center is the key to your business growth and could be the most challenging venture you will embark on as an organization. Among the challenges that you need to overcome, the below five top the list.
As you think about the right channels for your customers, you need to consider their alignment to your business. They need to make business sense regarding capital requirements but also serve the customers well. You have the capacity to direct customers to the channels that will work for you.
Failure to do this will lead to business revenue losses and dissatisfied customers.
The challenge then is acquiring the best technology to fit your needs and your customers’ needs without having to do a complete overhaul to upgrade your systems. You don’t want to purchase outdated machines because that is what you can afford. You need to keep up with the latest technology.
It will cost you if you don’t have the right technology for the job because, you will have spent a lot of money to upgrade your systems and at the same time, stop business operations as that happens.
The size of your operations will determine your capital needs, if you call center is already big, your other channels need to be big as well, and this increases your capital needs.
When you expand you call center to be multi-channel, you will need to hire agents who can handle those channels. The challenge then is finding the right agents, who will stick around for a long time and see that business function grow.
Under no circumstance should your multi-channel call center be understaffed.
Your training and development program should ensure that customers get superior customer experiences. Your trainers also need to be experts in the multi-channel deployment for them to train well.
With a well-trained team, your transition into a multi-channel call center will be easier.
To satisfy the diverse needs of customers, you need to operate in a multi-channel environment. As you plan to transition into one, consider these five challenges; determining the right channels for your customers, technology advancement rate, high start up costs, human resource needs and training needs.
When you overcome them, your journey to run a multi-channel call center will be easier, and the destination will be highly satisfied employees and customers.