Top 4 frustrations Call Centre staff face when it comes to the systems they use
Did you know that the attrition rate for Customer Support teams is a staggering 45% in Australia?
In this video, ECLEVA’s CEO Patrick Northcott talks about the top 4 frustrations Support staff quote when it comes to the systems they use.
- The lack of web chat bots or online FAQs means staff must answer repetitive mundane questions all day long.
- Lack of proper workflow design in CRM and ticketing systems, means staff don’t have a single view of customer conversations and outstanding tickets. CRMs that don’t have proper capture fields means your customer experience suffers as they are constantly repeating themselves.
- It is common that customers raise the same support issue across multiple channels e.g.: web, social, phone. If these systems are not centralised and tickets properly assigned, it leads to multiple support staff potentially trying to resolve the same issue.
- To be competitive, support teams are under constant pressure to deliver a hyperpersonalised call experience. However, support teams often have to interact with 6-7 systems to gather customer information, making this impossible to achieve.
Talk to an IT expert that specialises in developing CRM systems that empower your support team to deliver exceptional customer service and enjoy working for you.