When a customer calls into your contact center, an opportunity is presented to leave a lasting impression. To maximize these interactions, contact center leaders often focus on creating an efficient, high-quality experience for the customer to ensure they leave feeling satisfied. While a heavy focus is placed on customer experience when creating contact center programs and scripts, there are still basic pieces of information that need to be gathered from callers in order to document interactions. If this information is not gathered effectively, callers can be negatively impacted and leave the interaction feeling frustrated. This is why many of our clients come to us asking for guidance on how best to weave these requests into the conversation as seamlessly as possible.
There are so many ways to go about capturing this necessary information, and it may be difficult to piece together the specific language that is best fitting in these scenarios. Do you double check customer demographic information, or assume you heard it right the first time? Do you ask open ended questions or pose very specific ones so that the question isn’t misinterpreted?
One specific client recently requested guidance on how to enhance their specialists’ skills by exploring better ways to capture customer information. Andrea McCroskey, our Senior Clinical Operations Manager, shared four tips to help our client improve the experience for their customers:
In summary, it is important to be clear and concise when asking your customers for crucial information. Also, being transparent as to why the information is being collected will put them at ease and limit further questions. This customer information should be repeated back to the customer to ensure the highest level of accuracy, and, if allowed by your contact center, may be typed quickly into a free-text document rather than immediately into your database to limit dead air time and ensure the conversation remains focused on your customer’s needs.
At Centerfirst, we have been analyzing pharma contact center calls for years and have extensive knowledge on the best practices for your agents. As a third-party, we also provide transparency and unbiased insights while reviewing your contact center’s interactions. This allows us to provide the best possible recommendations for your specific contact center program. If you want unbiased transparency into your contact center, contact us.