7 Tips To Manage User Expectations

Today’s users are experts in digital technology, more demanding and expect an instant service. Therefore, call centers face a constant challenge in the management of user expectations.

We must bear in mind that what each user expects is different and depends to a large extent on the experiences acquired, either with our company or with other organizations.

7 Tips To Manage User Expectations

Below, we offer some of the expectations of the users and some tips to manage them.

1) Time Saving

It is key that users have a minimum waiting time, and in the case that it is extended, it is convenient to provide a self-service option where the use case is the most appropriate.

Therefore, reduce call-waiting times and facilitate a faster connection with contact center agents taking advantage of omnichannel routing showing maximum efficiency.

2) Resolution Of The Problem

Providing agents with efficient and effective tools so that they can obtain all the data they need to solve the user’s problem is essential.

Maybe some of the data they need is around who the user is, coming from the CRM systems, some could be related to the orders made by the user, coming from an order management system or about the prices, coming from of price systems.

Facilitate agents omnichannel capabilities within an interaction, allowing them to direct the user to the channel that best suits to solve the problem. For example: if it is a modem problem, it is better to have a video call to resolve it, instead of a chat.

3) No More Call Transfers

One of the aspects that bother users the most is that they transfer the call from one agent to another and have to explain the problem from the beginning. Therefore, it is important to provide the appropriate tools to the agents to solve the problem, thus avoiding transfers. They can also take advantage of technologies such as presence through integrated solutions of unified communications, which can incorporate live experts into a conversation and solve problems.

4) Greater Knowledge Of The User

Integration with CRM and other systems that offer complete information about the user’s journey, including profile, preferences, past interactions and contact points in all channels are key factors in gaining greater knowledge of the user. For this, agents can take advantage of omnichannel analysis tools to understand the true perspectives of users.

5) Use Of The User’s Preferred Channel

With the proliferation of channels, it may not be efficient to invest in all of them. Call centers must choose the channels that most interest their users.

6) Training To Solve Problems

Take advantage of self-service options powered by Artificial Intelligence (AI) newer and improved that can help users to solve problems on their own, instead of being in long waiting times to contact an agent. For this, call centers can segment their users to see which ones prefer self-service to live agent support and attend to those that correspond: millennials probably demand self-service while baby boomers would prefer another option.

7) Active Listening

The direct comments of the users through the voice tools to get their real comments about what works and what does not. Perhaps contact centers should seek indirect comments through advanced analyzes that help identify frustrated users. That is why the active listening of the users by the agents is so important.

By living in a totally digital world and era, the expectations of users will be increasingly demanding, since technologies will continue to evolve day by day.