Contact Centre

How Broken Processes Affect your Inbound Contact Centre

From delivering the best customer service to effective complaint handling, smartly designed processed underpin everything a business does. But as ways of working become increasingly complicated – and customer expectations increase – it’s easy for those processes to become fragmented.

Today’s businesses have a huge number of different technologies working together at any given time, from inbound contact centre solutions to multichannel communications like web chat and SMS. Making sure they’re connected and efficient at every stage is a mammoth task – and, as your contact centre grows, a task that only gets harder.

Read on to find out about the impact broken processes could be having on your inbound contact centre – and how the right technology can help.

The impact of broken processes

No business runs at 100% efficiency and some process fragmentation is almost impossible to avoid, particularly if people work remotely or across multiple call centres. However, it’s important that you assess the real consequences of these issues in your multichannel contact centre environment.

These may include:

1. Poor customer service

One broken link in the chain of a given process can be the difference between fast, effective service and things taking longer than they should or could. Worse, agents who are busy trying to bridge the gaps in your processes have less time to focus on the quality of their interactions with customers.

2. Mistakes and missed opportunities

When there’s no continuity of your business processes, it’s easier for things to get lost. After all, if there’s no ‘next step’ in a process that’s waiting for a specific event or piece of information, how will anyone notice if it never arrives? From lost customer details to follow-up that doesn’t happen, each of these is a missed opportunity to provide good service and delight your customers.

3. Unnecessary expense

Broken and fragmented processes often involve duplication and repetition. For example, without an effective process for recording and sharing what customers say to an agent, every new call means repeating the same information gathering. It’s a waste of time and money that can have a real bottom-line impact on your inbound contact centre.

Improve your inbound contact centre processes

Fixing your broken processes will take a tailored approach depending on where – and why – your current processes fall short. However, the first step is always improving your visibility and mapping out how things are currently done.

A good inbound contact centre solution can help by centralising all your processes around a single point. A multichannel contact centre solution becomes the heart of every one of your processes, a hub that every customer interaction flows through. With effective reporting, you can see and act on the breaks in your ways of working.

Once you understand the issues surrounding your processes, the right technology can help you close the gaps. If your contact centre solution is integrated with your CRM system, workflow automation won’t just connect broken processes – it can be used to automate them so they happen without fail, every single time.

See how an inbound contact centre solution can improve your processes.
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