Taking a Proactive Approach Prepares a Contact Center for Any Eventualities
We all want to believe we are taking the right measures to stay
one step ahead of whatever life might throw at us next. We put blankets, tire
inflators and glass cutters in our cars to be ready for emergencies. We
purchase insurance policies to cover our homes, our cars and even our
day-to-day care as we age. Some people even go so far as to sleep with a
firearm at hand.
But unlike individuals who feel the need to plan ahead, nearly
all contact centers operate reactively. They’ve always waited for customers
first to call, then e-mail, and later send social media messages with inquiries
that are responded to on an as-needed basis. In an evolving environment where
challenges keep coming faster and issues are more complex, this may no longer
be the optimal strategy for long-term success.
Forward-thinking contact center executives are now discovering
the potential of providing proactive customer service. This can be defined as
the process of pinpointing specific customer issues and acting on them before
they become problems. In essence, the paradigm shifts to reaching out to the
customer instead of waiting for them to take the first step. Taking this kind
of initiative offers businesses the unique opportunity to not only meet but go
beyond customer expectations, while strengthening customer relationships, increasing
business volume, and building advocacy.
Of course, this approach requires care and discretion. Some
companies might be wary that customers might be reticent to receive their
overtures, but an inContact study quoted in a recent SuperOffice blog
reveals that 87 percent of U.S. adults would be happy to be contacted
proactively by an organization or company. Sixty seven percent would be pleased
to be contacted about fraudulent activity and a majority is fine with being
contacted about appointments, reminders and being asked questions about an
order. A full 77 percent who had a good incoming call experience reported
feeling more positive about the company that delivered it.
Not only can proactive customer service help reinforce
customer loyalty, this growing practice can also result in gaining new
customers via advocacy. In addition, it gives businesses a leg up in limiting
escalation while staving off the brand negativity that often comes when issues
Taking a more preemptive approach gives companies the luxury
of knowing what was coming ahead of time and being able to do something about
it. Establishing a proactive contact center enables organizations to know when …
and how ... to reach out to customers and act early to manage situations instead
of simply putting out fires.
Managers and executives can learn how to set up an effective
Early Warning System in an upcoming complimentary CrmXchange webcast entitled “The
Case for a Proactive Contact Center” on Thursday January 14, 2021 at 1:00
pm ET. It will be presented by Shawna Malecki, Senior Product Marketing Manager
for NICE InContact. She will share her expertise in helping businesses use
technological solutions and common-sense best practices to build a greater
rapport with customers.
Among the topics to be explored in creating a proactive
contact center environment are:
- Be Prepared. Communicate the need for adaptability that
enable a business and its front-line team are to be less reactive to sudden,
- Spot Early Warnings. Quickly act on early warnings before
they impact customer service.
- Take Advantage. Understand the effects of analytics on cost,
revenue, quality, and insight and improving the customer experience.
now to find out how your company can not only keep existing customers happy
but turn them into brand advocates that can bring in both new customers and
increased revenue. If you can’t attend the live webinar, a link to it will
posted 24 hours after it is presented.