Do You Need to Speak to a Human or Can We Automate?

    /24-7PressRelease/ - October 13, 2006 - What will you get when you put technology and customers together? Do you get more efficiency, happier customers, faster service and better quality? Not necessarily. When a customer calls in to inquire about a product, place an order, or resolve an issue with a product, the first thing they generally get is an automated voice providing them options and hold music. While they sit and wait to be connected to a live person, generally for an extended period of time, they rarely marvel at the call centers technology. Each year, call centers implement new technologies that can take over the functions previously handled by humans. Why then are customers so unhappy, if we expect call centers to implement technology that will make customers happy and provide them faster service? Simple, because technology does not equal quality customer service.

Automation can help create quality customer service, but the use of the technology depends on what your customer base is looking for. Knowing when to automate and when a customer needs to speak to a human is what helps create quality customer service. Call centers need to be able to recognize what questions and issues customers would prefer having quick automated access to, and what situations customers would prefer to speak to a customer service representative. The process may be as simple as learning that customers prefer to quickly access their statement balance without speaking to a customer service representative, but prefer to speak to someone when requesting a balance transfer.

Many companies find it difficult to gain this knowledge, because they have chosen to outsource their customer service. Although call centers want to keep their clients happy, it is not necessarily to their advantage to offer customer feedback to their clients when it will result in a lower call volume and the need for less customer service representatives. Maintaining and providing this knowledge base to its clients is what NomKa Call Centers has striven to create through its customer service training process and data mining system. Customer service representatives at NomKa are being trained to have full knowledge of the client's processes and procedures, but also to examine issues with customers concerns and to provide feedback that can be utilized to implement new technologies that will result in more effective customer support. Although not encountering a recorded voice at the other end of the phone is a thing of the past, keeping customers happy isn't.

NOMKA UK Communications is an international company based in Seattle, Washington specializing in call center services for mid-size to large companies. We offer professional Call Center services that include: customer service, order processing, 24-7 bilingual support, and back office processing using diversified channels of communication. Additionally we provide high quality consulting in Customer Services Strategies.

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