Call center DX is an important initiative being promoted by many phone number list companies. DX through digitalization is being promoted from multiple angles as a way to solve business issues. Here we explain why DX is being promoted in call centers.
Because business efficiency and automation are becoming an issue
of call center DX is the difficult situation of on-site operations. Because! the turnover rate of new operators is high and call center operators have difficulty staying established! it is necessary to operate with! a small number of people. According to a survey by the monthly magazine Call Center Japan, the percentage of sites with an operator turnover rate of 10% or less within one year of joining the company! was 57.3% in 2013, but fell to 26.7% in 2018.
The goal is to build centers! that can handle a small number of staff by improving operational efficiency and automation through DX.
There is a need to improve customer satisfaction
As providing ai has the power to enhance services that provide high customer satisfaction has become the norm, there is also a demand to improve the quality of call center support. Call center DX is being promoted due to the increasing need to utilize digital technology to provide the support customers want.
When you call but! cannot get through or it takes a long time to get through to an operator, this results in an “abandoned call” (when the customer hangs up before being connected! to an operator), which not only belgium business directory causes customers to leave but also spreads bad word of mouth. Reducing customer stress and improving customer experience leads to improving your company’s reputation, so it is important to aim for appropriate responses through DX.