Omnichannel Strategy to Improve Contact Center’s Customer Retention Rates

Omnichannel Strategy to Improve Contact Center’s Customer Retention Rates

According to research, telecom businesses are witnessing a 57 percent rise in customer complaints in 2018, with internet difficulties being the most common problem. But, the growing percentage of customer complaints isn’t new or particular to just the telecom industry.

Inadequate customer service is requiring companies across all industries more than 75 billion dollars a year. Digital channels and technological developments hold the promise to decrease customer service issues, but systems that are not integrated can result in more problems than they solve. Here are a few ways through which we can enhance customer retention rates.

More harmonious, personalized encounters

Consumers shouldn’t have to reiterate themselves several times to numerous different customer service agents.  A well-integrated channel means that agents should be able to spontaneously see a timeline of contact logs, notwithstanding of which channel they came in on, and provide circumstances that are tailored to the customer. Channel turning should never be a hindrance to excellent customer service. Combining all the channels into one platform offers the agent a comprehensive view of the customer so that they can resolve problems faster and further efficiently.

Customers don’t think channel, companies do. Understanding the customer and submitting more consistent and personalized assistance helps to build empathetic, thoughtful relationships that keep customers for the long-term.

Creative routing

Powerful omnichannel systems allow consumers to be transferred to the agent they last conversed to. Many customers exhale a sigh of relief when they’re able to communicate to the same agent who has catered to them and know their history, and this helps to form stronger relationships too.

An effective omnichannel consumer strategy permits you to use intent-based routing to take customers to the right person, no matter whence, where or when they try to obtain service. This not only recognizes returning customers to be served by agents they are familiar with but also makes sure that the right questions go to the proper departments – curbing the dreaded transfer label.

Quicker, more effective agents

Contact center work can be difficult at the best of times, but it’s made even more complex through forcing agents to balance disconnected systems. Drawing everything together in one platform stops agents from needing to switch back and forth within applications. Rather than demanding to keep an eye on five different tabs or manually copy and paste consumer information provided through an IVR maze, representatives can focus on merely solving customer queries.

Proactive Action

All too frequently, customers give up and step away because they can’t find the information or assistance they need. If your opponents make this easier, then your retention rate is on the mark. A proactive client service strategy is one way you can admittedly go above and beyond the base. Map out your customer history and recognize where people most often drop off. By contemplating customer problems and solving them before they become intractable pains, you can stop the customers from ever going to the point of reduction.

Reduced Reporting

While live chat is a proactive way of reaching out and an excellent way to reduce customer churn, it’s also necessary to widen your focus and proactively search for trends which could indicate issues that cause customers to move. Bringing all of the customer’s history into one unified dashboard enables you to reveal information and models that you may not have regarded before. With a clear reporting line, you can better see how your consumers interact with your agents, what type of problems they ask and where areas of disagreement appearing – permitting you to make improvements more efficiently.


The contact center presents a significant role in sustaining customer relationships which then benefit your whole business. Considering that 68 percent of consumers will not go back to a provider once they have left, and 80 percent of them believe the organization could have done more to retain their business in the first place, there’s the real chance for contact centers to make a contrast. Omnichannel might be acknowledged as a buzzword, but as a CX tactic, it is reliable.