Understanding your customer’s expectations for service is the first step in providing an amazing customer experience. It is essential that customer support contact centers develop a comprehensive understanding of what customers expect from them, whether their needs are being met and how they can improve their service to meet their expectations. Doing so could mean the difference between thriving and dying.

Most customers surveyed are dissatisfied with the service they receive from contact centers. This might not be surprising, but the number of customers who are dissatisfied with the service they receive is approximately 54%. This number is staggering and suggests that contact centers must immediately change the service they provide their customers, or they risk losing them.

To meet customer expectations, it is important to know what their expectations are. Customers reported that when they call a support contact center, their priorities are to talk with a skilled agent and to have their problems solved quickly. This information can be helpful for managers to assess their own customer service practices, KPIs and policy standards and make changes accordingly. The phone is still the most used and the preferred method to interact with customer service representatives. Thus, customer service contact centers should dedicate most of their resources to their tech support call center.

When asked about what type of technology they would like for contact centers to have 75% of customer stated they would like the option to be called back, rather than wait in a queue. Thus, to better meet their needs, contact centers should allow their customers the option to be called back, rather than wait in a queue. BCE will call your customers back in a timely manner.

Most customers are dissatisfied with the service they receive from support contact centers. To meet customer’s expectations, companies should have an accurate understanding of their needs. Customers would like to have their problem solved quickly and to have personal interaction with an agent that is skillful.

Knowing that the phone is the most used and preferred method of communication, is your business providing the best tech support possible? If you need assistance to meet the demands of your growing customer base BCE Logistics is here for you. Is your contact center meeting your customers’ expectations? If not, together with BCE we can meet and exceed your customers’ expectations.