How to Boost Customer Service in a Call Center | Replicant
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How to Boost Customer Service in a Call Center | Replicant

Replicant
February 25, 2022 2 min read

How to Boost Customer Service in a Call Center with the Thinking Machine

As customer service call centers have struggled with handling labor shortages, automating customer experiences through phone trees and interactive voice response (IVR) technologies, and dealing with increased volume and customer expectations, it has become harder than ever to obtain exceptional customer service levels.

Many customers today dread customer service call centers for fear of long hold times, cumbersome computer systems, endless transfers, unanswered questions, and unresolved problems. Businesses ready to tackle this problem are looking for cost-efficient and, more importantly, highly effective ways to resolve these problems and improve each and every customer interaction.

One of the most cost-effective methods of combating customer dissatisfaction and staggering hold times is through automating customer experiences. According to Forrester, “customers just want an accurate, relevant, and complete answer to their question upon first contact so they can get back to what they were doing before the issue arose.” 

How do you boost call center customer service?

In order to boost call center operations, organizations need to reduce hold times ideally to zero and provide fast resolution to customer questions and requests. Companies must offer a seamless experience over any channel, and they must request contact information, background explanations, and questions only once, even if customers need to be transferred.

What are some of the most effective call center solutions in 2022?

Replicant’s Thinking Machine can fully resolve Tier One customer requests quickly and with zero hold times. Understanding natural language, the Thinking Machine efficiently responds over any channel. This solution allows live agents to spend time resolving Tier Two and above customer requests. 

How does the Thinking Machine address The Great Resignation?

The Great Resignation has presented some unique challenges to today’s contact centers. They face staffing shortages and are struggling to attract and retain skilled representatives. Business Process Outsourcing (BPO), IVRs, self-service, and other traditional contact center strategies come with many expenses and limitations, including poor customer satisfaction (CSAT) ratings.

Those contact centers looking to into automating customer experiences solutions have found the Thinking Machine to be effectively scalable to call volumes, providing unlimited service to any number of Tier One requests. Contact center automation offers dialogue management and full resolution of Tier One inquiries while resulting in massive operational and budgetary advantages.

How is conversational AI different from existing solutions?

While IVRs cannot fully resolve customer inquiries alone, conversational AI solutions can. By working with a skilled partner such as Replicant, companies can implement an out-of-the-box solution quickly and effectively that integrates with any customer relationship management platform.

Current solutions often result in customer frustration and lower CSAT scores; the Thinking Machine performs as well or better than human agents in resolving Tier One calls and is well received.

Finally, the Thinking Machine can actually improve employee morale and loyalty as it offloads repetitive calls to the automated solution, freeing agents to handle higher level, more challenging requests and questions.

Our Call Center Solution

If you’re looking for ways to boost customer satisfaction within your call center operations, check out the Replicant Thinking Machine. Our conversational AI system understands natural language processing, improves and learns over time, and offers analytics and data for successful call center management.