They rely on you to piece together different information fast to help them make the right choice, get to the right answer or feel valued as a customer.
Anything that gets in the way of this – having to endure long queues, being put on hold whilst an agent searches through different systems, receiving incomplete answers – just adds friction.
We believe that this friction can negatively affect all aspects of your business.
It can hinder sales, as your agents are trying to juggle multiple systems, complicated user views and static data.
Benchmark Insight: Call centres with a High Friction Score can loose up to 30% of sales opportunities (SOURCE).
It can taint the customer experience, as the service provided can feel unhelpful, generic or formulaic.
Benchmark insight: Call centres with a High Friction Score are consistently rated lower by customers (CSAT).
It can affect employee satisfaction, as customer- facing operations feel disjointed and highly pressurised.
Benchmark Insight: Call centres with a High Friction Score have a staff turnover that is 20% higher than the industry benchmark (SOURCE).
It can hurt your brand, as repeated poor experiences lead to low ratings, recommendations and engagement.
Benchmark Insight: Call centres with a High Friction Score are up to 3 times less likely to be recommended by customers.
CIPTEX can help you work towards a Zero-Friction contact centre that helps your teams sell more, give better answers and provide superior customer service.
Explore how our customers create less friction in their call centre operations.
Implementing Twillio’s flex helped COMPANY dramatically reduce call waiting times in 30 days.