In Deloitte’s Global Contact Center Survey report, 46% of contact center leaders weighed in that “customer experience” will be their most important issue over the next two years. 15% of those leaders said, “costs” followed by 3% who named “revenue” as their most important issue.
69% OF CONSUMERS WILL SPEND MORE WITH A COMPANY THAT PROVIDES A GREAT CUSTOMER EXPERIENCE.
If you start with the experience, revenue will follow, which in turn takes care of cost concerns.
If your frontline employees handling phone calls aren’t driving the type of experience you want your callers to have, there is a major misalignment. Employees have the greatest impact on your customers’ experience, ensure that the experience with your bank is going in the right direction starting with one of the first stops –the phone call.
IN JUST ONE SHORT YEAR, IT’S PREDICTED THAT 85% OF CUSTOMERS WILL MANAGE THEIR RELATIONSHIP WITH A BUSINESS WITHOUT EVER INTERACTING WITH A HUMAN.
The quality of the phone call and ability to answer caller’s questions has always been important, but in today’s landscape, it’s critical. Consumers have developed habits utilizing great technology; we can ask Siri to FaceTime with our loved ones, Alexa orders our groceries from Amazon Fresh, and Cortana helps us manage our calendars and events throughout the day. After so many conveniences that great technology provides, when a customer calls a business and experiences fail points like being trapped in a looping phone tree, sent to the wrong department, or placed into the hands of an unskilled, subpar employee, they move on in search of a better experience.
33% OF CONSUMERS SAY THEY WOULD CONSIDER SWITCHING COMPANIES AFTER A SINGLE BAD EXPERIENCE.
The difference between a mediocre call experience and a great one, is the strength of its people. Employees should be prepared to drive an experience that aligns with rising customer expectations, this begins with hiring the right people.
Poor hiring practices cost dealers a lot of money, collectively billions of dollars annually.
ACCORDING TO THE U.S. DEPARTMENT OF LABOR, THE PRICE OF A BAD HIRE IS AT LEAST 30% OF THE EMPLOYEE'S FIRST-YEAR EARNINGS. RESEARCH REPORTS THAT NEARLY 67% BUSINESSES LACK A FORMAL HIRING PROCESS.
Businesses may not be able to control areas such as interest rates or industry evolution and trends, but they can control who they hire.
TAKE CONTROL OF YOUR HIRING AND SELECTION PROCESS.
Stop hiring candidates because you need a warm body. Hiring decisions are too often made based on who we like best, who presents themselves with the most confidence, or who was recommended by someone we trust. The data is in. There is a reliable way of selecting top performers or even the perfect fit for the position. Use a process that includes a formal assessment, behavior-based interviewing techniques and an audition over the phone. Disney doesn’t hire a cast member who doesn’t love talking to strangers, call centers shouldn’t hire employees who don’t love talking on the phone.
When you select candidates with the aptitude and proven skills for the position, you reduce turnover, improve your employee experience, and win on the phone with customers
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