If contact center agents knew more about the typical customer, they could probably serve them better. This paints a better picture. According to SQM Group research, about 75% of customers:
- call the contact center one or two times a year
- talk to an agent four to six minutes
- get their issues resolved, and
- forget about the interaction.
Because most customers don’t call that much, agents don’t have much time to build loyalty. But it can be done. Here are a few fast ways to keep those customers who call infrequently with you:
- Get their e-mail addresses and ask for permission to keep in touch. You can get them included in regular updates or promotions, or
- Remind them you can help. Mention something that you handle that’s beyond their usual reasons for calling. Perhaps you schedule regular maintenance in addition to taking orders.
