An Introduction to Contact Center Trends in 2022

An Introduction to Contact Center Trends in 2022
An Introduction to Contact Center Trends in 2022

What is a Contact Center

A contact center is a division of a business that handles customer queries. Most often, it is the central point from where a business manages all its customer interactions. The primary objective is to connect with the target audience and provide them with technical support. The contact center agents communicate with customers through multiple channels such as email, chat, social media, etc.

Top 4 Contact Center Trends in 2022

Over the years, contact centers have grown significantly. Customers now expect businesses to be available and easily approachable round the clock. The customer contact landscape has thus shifted to new trends. Businesses are trying to meet the evolving needs of their customers to build strong customer relationships.

Digital transformation has been the most rewarding trend in 2022 for businesses. Besides this, the application of sophisticated analytics, cloud communication, and improved self-service options to increase the productivity of agents are the trends that are shaping the business environment in 2022.

Omnichannel Support

With changing times and rapid digitisation of industries, customer expectations have undergone a significant shift. Omnichannel support is the new standard now. Under this customer experience strategy, consistent customer interaction is done via more than one channel involving emails, chatbot, voice-over IP, website support among others.Just  having several channels is not sufficient. How a business can seamlessly interact from one channel to another is the key to an efficient omnichannel.

Multichannel customer support and omnichannel support are quite different. An omnichannel experience allows the conversation history and the context itself to navigate from one channel to another while multi-channel support just offers support across different platforms. This means more personalized support along with expediency of the process. One of the biggest ways to smoothen the customer experience for contact centers is to improve upon ways in which agents interact with customers across various channels.

Application of AI and Automation

Advancement in technology has a continuing effect on customer service trends. From ordering a pizza to booking a hotel room, automation is everywhere these days. With Artificial intelligence (AI) today, a complete end-to-end customer service that provides real-time self-service is possible. It has transformed and modernized the tools and processes which contact centers apply in their daily interactions.

Predictive analytics is something all brands are getting into to streamline customer contact services. It would be natural to expect more contact centers adopting automation and AI-powered technology in the future. Technology is known for saving the user’s valuable time. The same is the case with the application of AI in contact centers. Customers don’t feel that their valuable time has been wasted. Not only does it let agents work efficiently, but it also creates a loyalty-building customer experience through its seamless cross-channel transitions.

Recognizing the Importance of Customer Support

Selling a product is only half the battle won for any business. In order to be successful in the long term, it is crucial to provide flawless customer support. The rewards of providing stellar customer support are manifold -positive brand image, brand value, recurring revenue, and so on. Believe it or not, good customer service can even justify an otherwise-sounding expensive price tag on your product!

Contact Centers as Revenue Drivers

Earlier contact centers were perceived as unavoidable “cost centers” but companies are recognising how good quality customer support can impact a business positively. . But according to the recent emerging trends, these centers are considered “revenue drivers.”

 Speaking to a contact center agent facilitates the purchase decisions of customers. Moreover, they can offer additional services or introduce the customers to related products. This influences the perception and purchase of the customers and improves overall customer retention. It’s a business rule that retaining the current customers is more important than acquiring a new one. Thus, it enables recurring revenue for the business and saves on heavy advertising expenses.

The Importance of Keeping Up with the Contact Center Trends

Having a robust customer support system opens up proactive engagement opportunities. A dynamic contact center is capable of maintaining customer loyalty that lasts. These trends in contact centers have helped in attracting more trade and providing higher customer satisfaction. These trends are certainly here to pay dividends to companies for years to come.

The trends are also of substance because they fundamentally shift the way businesses and customers perceive customer interactions. In this era of complexity everywhere, making smart choices is the key.

Frequently Asked Questions

What does contact center mean?

The term “Contact center” reflects the many ways besides telephone calls of communicating with customers. It depicts a shift from the traditional ways of customer service. The whole process of tracking, coordinating, and managing is made faster and smoother.

What is the difference between a call center and a contact center?

It is a common notion that contact centers and call centers are interchangeable terms. That is not true.  They are different in the methodology they adopt and are used for different business objectives. A call center heavily relies on customer interactions via the phone while a contact center provides customer services through a range of mediums like chat, social media etc.

Why do we need a contact center?

In this era of millennials and Gen Z, where calling is seen as time-consuming and mostly avoided, a call center may not work as a one-size-fits-all solution. Given that, you may need a customer service system that uses multiple communication channels. These channels suit different buyers,  facilitating a wider customer interaction.

Best Market Research Survey Questions to Ask your Customers

Best Market Research Survey Questions to Ask your Customers
Best Market Research Survey Questions to Ask your Customers

Types of Market Research Survey Questions

A market research survey can help businesses to get a foothold in the market. A key factor in making such surveys successful depends on asking the right questions. It is fundamental to ask relevant questions in a market survey if you genuinely want to use them as research intelligence tools.

There are various types of market research questions, and you can use  them according to the survey objective, sample size, survey method, etc. Read on to see some of the most popular market research survey question types.

Close Ended Questions

A close-ended question is a question with pre-defined structured responses. The respondents have to choose answers from a distinct set of responses. These are usually “yes and no,” “wrong and right,” or “true and false.” These questions aim to collect focused quantitative data or one-word answers. They limit the respondents to the answer options already provided. Belonging to this family are the following questions types:

Dichotomous Questions

As the name suggests, these questions offer only two possible answers. Such questions are usually used in surveys that need a Yes/No, Agree/Disagree, Like/Dislike, and Fair/Unfair response. It helps in understanding the contrast among respondents. There is a clear distinction between opinions and preferences. Here are a few examples:

  •         Do you like this product? Yes/No
  •         Are the prices under our brand fair?  Fair/Unfair
  •         Do you like our product return services? Like/Dislike

·         Do you agree with our updated privacy policy?   Agree/Disagree

Multiple Choice Questions

Multiple choice questions (MCQs) give more than two answer options to the respondents. The users are asked to choose one of the choices given in each question. This helps in getting a clearer answer. The purpose is to fetch the exact preferences and requirements of the consumers. Here are a few examples:

  •         Which type of shampoo do you use the most?

Herbal/Anti-dandruff/Oil-based/Anti-hairfall

  •         What do you prefer for breakfast?

Home-made food/Corn flakes/Brown Bread/Juices

  •         Where do you shop more frequently?

Local market/ Office canteens/ Malls/ Online platforms

Rating Scale

It’s a famous variant of multiple-choice questions and is used to collect relative information about a particular subject. It’s used when a survey intends to assess the feedback for a product or service in comparative form. The respondents are encouraged to rate the product or service concerned or the attributes associated with them. A rating scale provides more information than dichotomous questions. Researchers use it when they intend to link a qualitative measure with a product or a feature thereof. Examples:

  •         Which of these best describes your experience with your latest purchase of our products?

Very unpleasant/Somewhat unpleasant/Neutral/Somewhat pleasant/Pleasant

  •         How likely are you to recommend our services to others?

Very likely/Likely/Never/Unlikely/Very Unlikely

Importance Scale

In survey questionnaires, “level of importance” questions help the researchers in assessing what is most important to their audience. These are detailed questions. Proper measurement of importance garners critical information about potential and existing customers. Such questions are highly fruitful in the pre-launching phase of a product/service. A few examples could be:

  •         How important is the ‘speed of service’ in our restaurant to you?
  •         How important is eco-friendly product packaging in your purchase decision?
  •         What level of importance do you assign to the response time of our customer support team in addressing complaints?

Not at all important/Slightly important/Important/Fairly important/Very important

Open-Ended Questions

Open-ended questions are free-form questions used to elicit a detailed answer from the respondents. These are more suitable for exploratory market research surveys. Respondents are encouraged to submit more of their own opinions and experiences in an open-text format. This needs more time and effort on both ends.

Entirely Unstructured

These are typically used in qualitative research surveys. Unstructured questions are used predominantly in face-to-face interviews, where it is easy to make a free-flowing conversation with the respondent. They can also be used in telephonic interviews. However, it is indeed a time-consuming process. Given structured limits are absent, a conversation can stretch for a longer time. Nonetheless, experienced interviewers with strong research backgrounds can make the best out of these. Examples of unstructured conversation could be:

  •         Do you exercise? Yes.
  •         How often do you exercise? Twice daily except on Sundays.
  •         What equipment do you use? Dumbbells, Treadmill, Exercise Cycle, Sitting mat.

·         How does exercising make you feel? I feel fresh and energetic.

Sentence Completion

This is a psychological method to gain an understanding of consumer behavior, preference, and feelings regarding the subject. The initial part of sentences is prepared in advance, and respondents are asked to add the remaining part based on their liking and understanding. This is also a useful technique for getting a grip on the mindsets of potential customers of a company. Below are a few examples:

  •         After a long and tiring work day, I prefer to…….
  •         My priority while shopping for my infant is……..
  • ·        ………………..are the best features to look for in body wash.

Word Association

This is yet another psychological test conducted in market surveys to test respondents’ perceptions. They are given words or a short phrase and are requested to respond with the first word that comes to their minds upon hearing/seeing them. These words or phrases are called ‘stimulus words.’ Spontaneity is a must while answering these surveys. Usually, these tests are used to name a new product or service. Some researchers use these questions as a warm-up exercise before starting a detailed personal interview. Examples:

  •  What is it that comes to your mind when I say “Fashion”…..?
  •  What comes to your mind when I say “interior decoration”….?
  •  What comes to mind when someone says “cars”….?

Freaquently Asked Questions

What are market surveys and their types?

A market survey is a research process in which information about consumers or target markets is collected, analyzed, and examined. There are different types of market surveys, such as Competitor surveys, Buyer persona surveys,  Brand awareness surveys, Market segmentation surveys, etc.

What are the 5 types of market research?

The five types of market survey research are-

  •  Market Segmentation
  • Consumer satisfaction
  • Competitor analysis
  • Customer loyalty

Product development and insights

Why is survey the best method for market research?

A market survey helps you understand your consumers, the market you are entering, and your competitors. As a result, you’re in a better position to make effective business decisions. The insights you gain are useful in positioning your products and prices in the target market.

Best NPS Survey Questions to Ask your Customers in 2022

Best NPS Survey Questions to Ask your Customers in 2022
Best NPS Survey Questions to Ask your Customers in 2022

How do NPS Surveys Work?

The Net Promoter Score (NPS) was developed by Fred Reichheld in 2003 and has since become the gold standard in customer loyalty measurement across industries worldwide. NPS is based on responses to a single question such as How likely are you to recommend our company/product/service to a friend or colleague?) These are usually broken down into three categories of scores – Promoters, Passives, and Detractors, each of which is designed to evaluate different aspects of customer satisfaction and behaviour over time.

Top 5 Types of Questions to Ask your Customers

A collection of examples of NPS questions is provided below. These example questions can be used as a template to create your own NPS surveys.

Asking Customers honestly to Rate your Product or Services

You may have customers who are dissatisfied with your product or service. In this case, you can use a customer satisfaction survey to assess their experience before they leave your site. By doing so, you’re able to identify the problems that could be affecting their online shopping experience. By knowing what customers feel about your site, you can devise ways to improve your products and services so more people will continue using them. The more people who like what you’re offering, the greater the chance that those customers will provide referrals for others interested in buying from you.

For example, if 20 percent of your clients answered 9 or 10, subtract that from 80 percent—or 16 percent—which equals 64 percent, meaning that 64 percent of all your customers would promote you to others.

How to receive Authentic Feedback?

An important question in the NPS survey is “How likely is the customer to recommend your company, products, or services to a friend, colleague, or family member?” This question may be used to evaluate how pleased consumers are with your customer service team. This question is designed to help evaluate the quality of customer service at a given business and find out how satisfied customers are with their experience. It’s a great way to improve the quality of your customer service, as well as improve how consumers choose your business over competitors.

Here are a few examples: 

  • When you contacted our support team about an issue, did we solve it quickly?
  • Was our salesperson helpful when you had questions about our products?
  • Were we able to resolve any problems related to your order?

These questions will help you figure out where improvements need to be made so that customers have a great experience every time they interact with your company.

Asking Customers to Rate their Recent Interaction with your Business

NPS surveys are widely regarded as one of an organization’s most important tools in its customer feedback arsenal. Not only do they help you learn about your customers, but they also can be used to review specific encounters with a particular client, such as post-service, post-purchase, or post-onboarding. These questions provide an excellent opportunity to find any issues that may affect your current customer base. 

Here are some NPS question examples 

  1. What did we do well? 
  2. What could we improve on? 
  3. How likely are you to continue using our services? 
  4. Did we solve your problem?
  5. Would you recommend us?

These questions will help you get genuine answers that can be further analyzed to drive improvement and growth.

Asking Customers to Rate your Business

When you are conducting an NPS survey, there are many things that you need to consider. One of them is just going with the flow and start asking questions that can provide you with a better understanding of the current situation and where your business stands among others in the market. The following questions may be used for various purposes, but generally, show how customers feel about your business and their general attitude toward it.

An Effective Question to include in your NPS Survey Questions: How happy are you with our service?

Asking Customers Follow-up Questions

After you’ve asked your NPS question, there’s value in asking follow-up questions. You can use them to get more in-depth information and insight into why a customer chose a specific rating or gave you a low score. Typically, these two type of follow-up questions can be asked: 

  • one that asks them to quantify their score (e.g., from 1-10, how likely are you to recommend our brand?),
  • another that asks for specific feedback on what could be improved.

For example, what improvements could we make to help you give us a higher score?

This gives you data points based on how customers feel about both your brand and what they would like from it.

How to Improve your NPS Survey

Improving your connection with detractors is more than just responding to a poor experience. Businesses must provide a practical solution for consumers who provide unfavorable feedback to resolve the condition that produced it. Customers will feel supported and may modify their opinion of your service if you resolve their concerns.

The simplest strategy to encourage new business and increase your NPS is to engage promoters to work to your advantage. Promoters are already aware of your capabilities, but specific input should be obtained to see how your company differs from the competition and how you can continue to meet their expectations.

Frequently Asked Questions

What are the top three NPS questions?

Below are the three most used NPS questions:

  1. Which of these best describes your recent purchase experience?
  2. Would you recommend [product] to a friend or colleague?
  3. How likely is it that you would purchase again from us?

Which question is most commonly used to calculate Net Promoter Score NPS?

How likely are you to recommend our company/product/service to a friend or colleague? (On a scale of 0-10) The higher your rating, the better.

 

Is NPS the best way to measure customer satisfaction?

Yes. The Net Promoter Score (NPS) is one of many tools for gauging customer satisfaction.