Forrest Marketing Group has re-branded to Forrest Contact

Overcoming Customer Service Challenges with Forrest Contact

Overcoming Customer Service Challenges with Forrest Contact

Delivering consistent customer service is rarely easy. Facing lots of challenges and customer service issues is common when you have a business to run. But what makes a great business stand out from the rest? The ability to overcome these challenges to deliver brand-enhancing service to your customers.

And that is exactly where the support from an expert contact centre comes into play.

In this blog, we will highlight common problems that businesses face around delivering exceptional customer service. Read on to find out how a reliable contact centre can help in overcoming these.


Meeting Ever-Increasing Customer Expectations

As customer expectations evolve, businesses must ensure they are equipped to deliver exceptional service across various channels, including phone, email, chat, and social media. This often requires staying updated on industry trends and implementing new technologies and strategies.

Rather than continuously updating your call centre platforms, consider teaming up with a reliable contact centre. This will give you the following without the costs of continually updating your platform:

  • Cutting-edge customer feedback mechanisms to understand evolving needs and preferences.
  • A robust omnichannel strategy to provide seamless service across all touchpoints.
  • No need to continuously evaluate and upgrade technologies to improve efficiency and enhance the customer experience.
  • Empowered frontline staff with authority and resources to resolve issues promptly and effectively.
  • Flexibility and the ability to handle peak call demands


Handling Recruitment and High Churn of Staff

 The competitive job market often makes it difficult for businesses to hire dependable staff for their customer service teams. Dissatisfaction at the workplace, a high-stress environment, and reduced scope of growth have been listed by many employees as reasons for leaving their jobs. As a result, high churn of staff continues to be a major problem for big businesses, especially in their customer service team.

However, a contact centre can provide a swift solution to this problem. Consider outsourcing some or all of your customer service to a reliable contact centre and you can:

  • Stop worrying about high turnover of staff from your customer service team.
  • Free up time for your HR team, who can reduce the time they spend on time-consuming hiring and management processes for your customer service team.
  • Manage business costs better with steady customer service support from expert professionals.
  • Keep customers satisfied with consistently quick and professional resolution of queries.


Dealing with Long Call Waiting Times

It is normal for customers to get irate or upset when a business has very long call waiting times. This can cause stress for members of the customer service team, leading to poor customer satisfaction, as well as burnout in your customer service team. With a poor reputation for customer service, winning new customers also becomes harder.

Consider solving this issue with the stable support of a contact centre framework. It will help:

  • Bring down call waiting time, by providing an expanded team to handle the overflow of calls.
  • Establish clear guidelines and protocols for handling challenging situations.
  • Identify key areas of focus for customers in high-stress situations.
  • Deescalate customer complaints and bring in operational efficiency.
  • Secure higher customer satisfaction ratings, thanks to a larger, less stressed customer service team.


Hitting Service Level Agreements (SLAs) Consistently

In customer service, priorities often lie in handling calls quickly to meet service level agreements (SLAs). However, this must be balanced with delivering high-quality conversations that truly address customers’ needs. Finding the right balance can often be challenging.

Achieving realistic SLAs that prioritise both speed and quality of service is always hard to do.

By outsourcing some or all of your calls to a reliable contact centre, you get an extended team to manage customer service efficiently. That, in turn, makes hitting your SLAs consistently much easier.


Implementing New Technologies

With evolving tech in the field of customer service, businesses need to keep their software and systems up to date to maximise efficiency and customer experience. However, continually updating technology means incurring repeated costs as these tech updates happen rapidly and frequently. Additionally, implementing new technology requires training your customer service team accordingly.


Retaining Reliable Staff

A high volume of inbound calls, dissatisfied customers, and stressful work environments are some of the biggest causes for employees switching jobs. Businesses often face this hurdle, especially when it comes to retaining their good customer service staff.

A strategic partnership with a great contact centre like Forrest Contact can be helpful in these situations. Partnering with a contact centre means having an extended team who can help with:

  • Providing the necessary support and backup to allow customer service teams to perform well and consistently.
  • Taking on the extra flow of calls during peak periods, reducing the stress within your internal team.
  • Reducing call wait times, especially during peak demand periods.
  • Offering flexibility of resources to ensure customer service remains consistent regardless of call volumes.

In the modern-day business scenario, providing exceptional customer service is a key differentiator for many organisations. One must continuously assess industry trends, competitor strategies, and customer feedback to stay ahead of the curve.

Implementing swift customer service solutions becomes much easier when businesses have a trusted contact centre partner to rely on. And that is where Forrest Contact comes in. Tailoring services to fit the specific needs of your organisation, Forrest Contact provides end-to-end support in customer service, driving continuous improvement in business performance and customer satisfaction. Get in touch with us today to explore our solutions, and let us help you ensure you maintain your high customer satisfaction ratings.