This was probably the worst day of each month, when customers had either received their bills and were unhappy about the charges shown, and also the day when many customers had their services terminated for non-payment. On top of this, there were additional calls relating to intermittent service, poor picture or call quality and a myriad of other general enquiries. The majority of customers I spoke with were very unpleasant to say the least and others downright abusive.

Contact centre services have always relied on two way communications. Initially by voice, followed by fax, email, and now Live Chat and messaging are gaining ground as a preferred method of contact.

Customers’ expectations have steadily grown, which has put more and more pressure on businesses to deliver solutions to these and satisfy their customers which, has subsequently increased pressure on their contact centre staff.

With the meteoric rise of messaging apps, the way of interacting with customers is changing dramatically. Customers are gradually moving away from calling as their preferred communication method, with Live Chat and messaging becoming the new tool to meet future demands.

As an outsourcer working with numerous Global Clients it is important for us to fully understand our Client’s businesses and their customers’ journeys from “Cradle to Grave. By doing this we are able to provide the high levels of service that we are expected to do.

One of the best ways to understand the customer’s journey is through mapping. This basically involves creating a diagram that illustrates the touchpoints customers go through when engaging with a company.