Ever since call centres were introduced as a business function in the mid-20th century, they have been subject to plenty of change and transformation. Customer expectations have been on a gradual rise, and CX strategists and leaders have had to adapt to meet these increased demands.  Previously, call and contact centres were viewed as a cost centre – whereby the primary goal was to run them as efficiently and cost-effectively as possible, whilst still being able to respond to customers competently. Nowadays, customer experience is being ramped up on the priorities list, with call and contact centre success shown to be a key driver for customer retention, enrichment and advocacy. 

Most importantly, customer expectations have evolved which has put a great strain on how call and contact centres adapt. Customers now expect customer service to quick, convenient and available 24/7.

What do customers want from contact centres?

• Quicker responses

Living in a social media world has not only brought plenty of benefits for businesses, but also presented its fair share of challenges. With consumers now having the ability to communicate and get instant information online, contact centres have had the same expectations placed on them to provide quick response times whilst still maintaining high service levels.

A study conducted by Lithium Technologies found that when asking about a product or service, 66 percent of consumers expect a response to their query on the same day, and over 40 percent expect a reply within the hour. This has put a large strain on contact centres to improve efficiency and be able to respond so quickly to customer queries.

• Convenience

In addition to wanting a quicker service, customers today also want convenience. ‘Gen Z’, having grown up with social media and digital technologies are used to shopping, browsing and completing tasks online through research and self-informing. What does that mean for contact centres?

Customers don’t want to call contact centres and wait to be put through to the right advisor – It isn’t the most convenient option anymore. What customers want instead is the ability to solve the issue themselves using self-serve/ FAQ sheets, or at least to see if they can solve the problem before having to get in touch with an advisor.

A study carried out by Zendesk found that 67 percent of consumers preferred using a self-serve portal when looking to help themselves online, with 40 percent of customers calling a contact centre only after they have at least attempted to find their solution on the internet first.

• More availability

On top of wanting a quicker service and convenience, customers are also expecting help to be readily available whenever and wherever they need it.

Today’s customers want to be able to get in touch with a company across multiple channels and be able to hop in between channels to continue their interaction. For example, a customer wants to be able to message a chatbot online, then follow up with a phone call, and expect the company know their name, information and query. These conversations should be able to take place across a whole host of channels including social media, websites, mobile, text, chatbots, telephone, email, self-serve and more.

By having interactions across multiple channels, customers also expect help in one form or another to be available 24/7. Banks, for example, outsource call centre functions to countries abroad to ensure customers calling in the later hours have a representative that they can speak to.

This piece has been published in partnership with Call & Contact Centre Expo

Image by Stefan Kuhn 

Commercial property firm  Cushman & Wakefield has announced its intention to acquire Réponse, a design & build contractor in France, subject to regulatory approvals. The deal is expected to complete early in 2020. The acquisition intends to ‘complement and strengthen Cushman & Wakefield’s business in France, adding in-house design & build capability alongside its existing services. More →

The Surface Design Show, which runs from 11-13 February, has announced its theme for 2020: Close to Home. Held at the Business Design Centre in Islington and celebrating its fifteenth edition, the show’s theme addresses the current climate emergency debate in the context of the surface and materials sector, for both the UK and international markets.

Close to Home will look at a wholly sustainable approach to design. Innovative and thought- provoking products will be highlighted at Surface Spotlight Live, a section of the show curated by trend expert Sally Angharad and forecasters Colour Hive. The theme will look beyond aesthetics and into manufacturers’ impact on the environment, from the processes used in mining or manufacture, through to the carbon footprint sustained during sales and distribution. Designing with a conscience will also be examined, from reusing waste materials to looking at what happens at the end of a product’s life cycle.

There will be a number of home-grown products on display including textiles from the North of England from exhibitors such as New Talent’s The Monkey Puzzle Tree and porcelain in the Midlands from H+E Smith. Several areas worldwide which are renowned for specific materials, will also be represented, from Italian marble to Spanish tiles from Tile of Spain and ceramics from Portugal’s Viúva Lamego. Other issues examined through the theme include why these areas have become market-leaders in their respective material markets, what benefits a project brings to the local area in terms of employment, preserving skills and sustaining the local community, and what challenges there are in continuing to serve the global marketplace.

Further questions to consider include can we ever return to buying locally, with particular reference to the UK post-Brexit, given the fact that we’re so used to being global consumers? Should manufacturers use local designers, as opposed to those based hundreds or even thousands of miles away?

Over the 2½ days, Surface Design Show will host approximately 30 presentations from 50 speakers, including panel discussions and talks centred around this highly topical theme, including Jo Roan, associate strategy director at PriestmanGoode talking sustainability through ‘Get Onboard: Reduce. Reuse. Rethink’ on the Main Stage on from 1:45pm – 2:30pm on Thursday 13 February. Also featured on the Main Stage on Wednesday 12 February is ‘Close to Home: Consciously Creating Spaces from Concept to Completion’ with Nicola Keenan from Boxx Creative ( 3:15pm – 3:45pm) and Hotel

Designs’ editor Hamish Kilburn who highlights the importance of close to home in his presentation entitled ‘Biophilic Materials in Surface Design’ from 12:30pm – 1:00pm on Thursday 13 February.

Tickets are free to professional and trade visitors. Register at https://www.surfacedesignshow.com/register

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