Your Call Center Customer Service Experience Maybe Killing Your Business in 2021

IVR has now been replaced by AI and Omnichannel in the best and most advanced call centers. Still, many customer call centers are still stuck in 1995. Old and outdated IVR technology is costing businesses clients and severely hampers the ability to obtain new business prospects. Word of mouth about poor customer service from a call center spreads quickly with online public feedback. Many CEO’s still do not pay adequate attention or appreciate how much a poor call center experience can kill new business prospects, and cause existing clients to flee an organization. 

Many organizations have not updated the call center experience quick enough with the advent of AI and Omnichannel expectations from customers. Organizations instead place more emphasis on strategy by hiring more top level executives to brainstorm when what it really takes is a strong operations leader who has enough authority to effectively position the critical nature of a call center and will advocate for new and modern measures which will transform the 2021 customer call center into a strength for the enterprise rather than a liability. 

In the coming posts, we will be discussing some of the old and antiquated ways of doing call center business, explain why they are a killer to your existing customers and prospects, and develop a road map about what the 2021 call center should look like so that best in class, first in class customer service experience can be ensured.

I welcome your feedback about your experience with call centers, and what needs to be done to improve the experience for existing customers so that bad experiences don’t spill over and harm existing prospects.