Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Wouldn’t You Rather Not Call Me?

Blog
4th May 2016

“Millenials” (anyone born between 1981 and 2000) are a demanding group of customers…

The first generation with access to instant communication, they expect service at any time and on the channels that they choose. It is largely the demands of millennials that have turned the voice customer contact channel from the default into one of many – including social networks. This also means that they are the most open to new ideas and new ways to get help. If your company creates an online digital help system that makes it easy to find self-service information, as opposed to calling for help, millennial customers will be the most likely to use it and the easiest to coach.

The so-called ‘broadcast generation’ – people between 35 and 55 – are also likely to prefer helping themselves, if possible, but they may need a little support. If your customer experience advisors can coach these customers on finding information then it may take a little extra time on an initial call, but it will prove a worthwhile investment in the long run by preventing further calls in the future.

The over-55 customer often has a lot of buying power and more time than other demographics. They may need more support than the other groups when it comes to digital self-service, but they can be successfully coached if advisors are allowed to invest the required time and effort.

Hiring your own team of digital natives – millennials who have only ever known a range of communication technologies – is a great approach to building a truly contemporary contact centre. You need to create an environment where the team can not only serve customers, but also coach them in how to find the answers without calling again. Your advisors should be able to share information and guide customers to the answers regardless of the demographic group of the customer.

What do you think of millennials and their preference for online information? Can coaching really deflect calls away from the contact centre if time is invested in showing customers how to serve themselves?

# # #

Download our FREE ‘Digital Coaching’ paper now

Two years ago Deloitte made the bold prediction that in Retail, by 2020, physical stores would be replaced by “showrooms” with store assistants guiding customers to purchase online.

Could we see the same thing occur in contact centres across all sectors…with advisors resolving the customer’s problems and then helping them to serve themselves in the future?

In our new Digital Coaching paper we look at whether the role of the customer experience advisor could eventually evolve to become that of a “digital coach”, using their skills to help reduce future contact volumes and drive increased sales online.

Click the image below to access the free paper now.


Leave a Reply

Your email address will not be published.Required fields are marked *


Helen Murray
Article by: Helen Murray

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
News
Webhelp creates a buzz at Sheffield customer experience centre

Leading business process outsourcer (BPO), Webhelp, has announced a new partnership with Plan Bee Ltd, with the installation of its first ever bee colony at its customer experience centre in Sheffield. The importance of honey bees to food production has come into sharper focus recently, with greater recognition of the vital role that bees play in either pollinating the many vegetables and...

News
Webhelp to sponsor Josh Llewellyn-Jones’ Fitness Feats

    Webhelp UK, one of the country’s leading customer experience and business process outsourcers (BPO), has proudly announced its sponsorship of ultra-athlete and cystic fibrosis warrior Josh Llewellyn-Jones. It will support him through a series of remarkable fitness...

Blog
Tips to optimise your business’ cash flow

Lack of cash: all fashion brands are short of cash at some time or another. This was the reason for organising a workshop entitled: "Cash is king - How to optimise cash flow at each stage of your development". It was suggested by the Fédération Française du Prêt à Porter Féminin (French...

Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Case Studies
Webhelp People Analytics

...

×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the terms and conditions.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp terms and contitions outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook