How much could your call center improve profitability, increase customer satisfaction and squeeze out more efficiencies by cutting back on your call center agents’ lost or unproductive time?
If you saved just one hour a day – how would that impact your bottom line?
Every day, call centers sacrifice valuable time to inefficient systems and dated processes. And customers have responded – by moving to their competitors.
Consider how customers view the current state of business communication:
- 75% of customers expect service to be faster and more relevant. (Salesforce)
- 90% are frustrated from being put on hold by businesses. (Velaro)
- Only 33% of voicemail from business contacts are listened to. (eVoice)
- Only 18% of voicemail from unknown numbers are listened to. (eVoice)
Looking to combat this negative trend in 2019, call centers are increasing their market share and maximizing their call center agents’ time with an omni-channel communication solution.
By adding text to existing channels like phone, email and chat, businesses let customers reach out in their own way. But making customers happy is just one positive side effect. It’s also giving agents more time to be effective at their jobs.
Textel’s independent study revealed our clients spend four times as long making phone calls than sending texts. They reported that their text messages also reached more customers, who opened and responded to the messages faster.
It’s the perfect scenario for call centers looking to maximize their agents’ time in 2019. But it goes beyond just saving time and improving call center agent efficiency – it also scratches customers’ communication itch.
Here’s what customers think about call center texting:
- 79% of customers are frustrated with their available customer support options.
- Over half said they would be likely to text customer support if given the option.
- One third of customers say it’s important for texting to be a support option.
- 47% say it would improve their overall customer satisfaction.
(These stats have been gathered from a study reported by eWeek.com)
Need more reasons to improve call center efficiency? By staying agile and concise, agents can easily manage multiple conversations at once, decreasing hold time and increasing customer satisfaction.
From an output side, SMS has open rates of around 98% while calls and voicemails often go unanswered. All the time currently spent leaving voicemails can be done rapidly and efficiently with an automated or copied text message.
And by routing calls to the right people, your call center saves the customer (and the wrong agent) a lot of time and frustration.
Finally, it impacts your wallet as well. Forrester Consulting measured the financial impact on call centers to discover that the average cost of a customer service phone call can be between $6 and $25 (an average of $15.50 per call). On the other hand, texting is far less expensive with a range of $1 to $5 per session.
The research goes on to show that automation can further cut costs down to roughly 25 cents with automation, and call centers have reported a call deflection rate of 40% by encouraging customers to text rather than call, which has significantly decreased the time and money associated with each interaction.
So, as you bring your call center, your customers and your agents into 2019, be sure to unwrap the efficiencies and profits that SMS texting can gift your business. To learn more, visit www.textel.net.