No consumer wants to cope with multiple levels of bureaucracy or be transferred numerous times when trying to resolve an issue, especially when the problem at hand deals with small business banking. A new survey from communications services provider BT and business collaboration and communication firm Avaya revealed plenty of people get frustrated when asking for help from company's call center and their problems may be left unresolved.
The data showed 70 percent of consumers who have telephoned a call center believe they know more about a product or service than the corporate agent on the other end of the line. Eighty percent of people believed the customer assistance professionals had a difficult time addressing their questions, while 85 percent were certain they had been put on hold because a company employee didn't know what to what to tell them.
What consumers want
Customers want reliable and personalized service from the companies they purchase from and the institutions they work with regularly when they telephone about client service issues. Call centers don't look to be going away soon - 77 percent of people had called a firm in the past six months, while 54 percent had called within the past month. Eighty-nine percent believe there is no substitute for personal, human-to-human conversation, making firms that rely on excess electronic customer service appear as though they aren't taking customer wants and needs into account. However, ensuring these representatives have the proper knowledge is critical.
"The new challenge for contact center operators is to build the infrastructure that enables consumers to seamlessly switch between all of the channels they provide to give a truly cohesive and satisfying customer experience," said Mark de la Vega, vice president and general manager of Avaya. "The most significant factor, regardless of channel used, is that many consumers reach the right agent equipped with the right knowledge and tools to resolve their issues in a timely and efficient manner."
Getting the best service
Consumers want to receive the best service, not spend endless hours on the phone trying to find a representative who can accurately answer their questions. However, when working with a small or mid-sized bank, customers don't need to worry about not being able to reach an informed employee. Smaller institutions are often able to provide their clients with more personalized and unique cash management solutions and give stronger support to those who utilize their services.
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