In this country, the issue of customer support has emerged as a significant concern. Simply inquire among individuals, and you will realize the magnitude of the problem. However, the question remains: why does inadequate customer service persist?
To begin with, there is a shortage of labor. Finding suitable candidates for these roles has become increasingly difficult, especially in the aftermath of the pandemic. The average tenure of a contact center employee is a mere 18 months.
Furthermore, consolidation plays a role. The consolidation of airlines, banks, telecommunications companies, and cable corporations leads to decreased competition, diminishing their incentive to address customer concerns effectively.
The consequence? A plethora of dissatisfied customers, if not worse.
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Interestingly, there is a group of individuals who may find the customer service framework even more exasperating – the customer service representatives themselves.
In Orlando, Domonique Raymond, Kayla Zuniga, Gineris Ortiz, and Calvin Echevarria are at the forefront of providing customer service for patient advocacy organizations and a wellness company. They recently gathered to discuss their experiences interacting with clients over the phone on “Sunday Morning.”
Raymond noted, “They perceive you as a representative of the entity causing the issue, rather than as an individual.”
“Believe it or not, I’ve had someone completely berate me,” Ortiz shared.
Zuniga pointed out, “They cannot see you, only hear you over the phone. They take advantage of that.”
Echevarria added, “They call in with their concerns. They struggle to grasp the processes. They are repeatedly met with a ‘no.’”
“And sometimes, that frustrates me because I’m frustrated too! I want to help you,” expressed Ortiz. “But I fear I might start sweating.”
Reports indicate that turnover rates in call centers are more than double the average for other occupations. Raymond understands the challenge: “It can be tough. They may not always be seeking a resolution. They may just want to vent. That can be exhausting and taxing.”
Echevarria emphasized that customer service “is no walk in the park.” It is not suited for everyone.
So why do they persevere in such a demanding role? Raymond believes that contact center work offers numerous positives, such as being intellectually stimulating as each day presents new challenges and experiences.
Ortiz finds fulfillment in assisting others, stating, “The beauty of it, honestly, is in helping out. It brings me joy. At times, I even shed tears alongside the client because I am genuinely eager to make a difference.”
Thus, the narrative unfolds: two frustrated parties at opposite ends of the line, both grappling with an inefficient, underfunded system.
Before the advent of AI-driven customer service, there was Grace, a digital back-office broker, ready to assist with a myriad of queries.
Welcome to the era of AI-powered customer service. Grace, an AI telephone representative developed by Gridspace, is now utilized by over 100 healthcare chains, airlines, telecommunications companies, and banks to handle customer calls.
Grace boasts “personality sliders” that can be adjusted to modulate the level of emotion or empathy conveyed in interactions.
Anthony Scodary, co-founder of Gridspace, emphasized, “You won’t feel like you’re conversing with a robot. The system picks up on cues that indicate engagement, like filler words. It’s less frustrating when the system listens attentively and doesn’t prompt you to repeat yourself.”
How does Grace enhance the quality of life in contact centers? Scodary explained, “It’s a challenging task; dealing with irate individuals all day long. Grace acts as a buffer, allowing callers to express their concerns, and the AI endeavors to assist them. This way, the individual can assume the role of the hero. Automation enables people to focus on tasks where they excel.”
Grace excels in handling routine queries, freeing up human agents to address more complex issues.
While AI solutions like Grace offer efficiency and reduced wait times, not everyone is convinced that AI is the ultimate panacea.
Raymond expressed concerns, stating, “It appears that the personal connection, the ability to establish an immediate rapport and engage with the individual right from the start, is lost. It feels impersonal.”
Ortiz echoed similar sentiments, “I love the idea of being their lifeline. That’s not achievable with AI.”
Many companies are exploring AI-based customer support systems like Grace. However, human agents will likely remain predominant until AI solutions are universally adopted and proven reliable.
Zuniga shared a heartwarming anecdote, “They’ll jot down your name just to say, ‘Hey, don’t let your supervisor know you helped me.’ Even if they initially vent their frustrations at you, you assist them throughout, and it’s not your fault.”
As for forgiving customers’ outbursts?
Ortiz remarked, “There’s no need for forgiveness. There’s no room for pardon. I don’t take it personally. They simply needed someone to listen.”
