News & Insight

Retailers – Are you Primed for Success?

On July 16, Amazon will host its annual Prime Day – a one-day only global shopping event exclusively for Prime members. Introduced in 2015 in part to celebrate Amazon’s 20th anniversary, Prime Day has grown into an online phenomenon where members can shop hundreds of thousands of deals sitewide, with new deals starting as often as every five minutes. In fact, Prime Day 2017 was the biggest shopping day in Amazon’s history until it was surpassed by Cyber Monday 2017 just four months later.

With Prime Day, Amazon proved that retail sales events don’t have to be limited to major US holidays, and the company continues to prove time and again that disruption is the name of the game in today’s retail industry. To woo today’s demanding consumers, retailers of all kinds are looking for ways to deliver the type of customer experience that consumers want and expect. However, traditional engagement (contact) center approaches haven’t delivered the outcomes that retailers need to differentiate their brand, improve the customer experience, and grow revenue. So how do you ensure your customer care is primed for success?

Preparing for Peak Performance

Retailers like Amazon are experiencing an increased demand for customer service and support. Even though most have adopted digital channels to help streamline parts of the customer journey, it’s the more complex, higher-stakes interactions that are flooding into the engagement center. How retailers handle these more complex types of interactions will decide customer satisfaction – especially during high-profile seasonal ramps such as Prime Day, Black Friday, and Cyber Monday.

Prepare for your peak seasons by ensuring your engagement centers are staffed to handle the influx in volume. For one STARTEK client, STARTEK recommended and successfully piloted a project to bring incremental capacity and flexibility to its network during seasonal ramps. The pilot consisted of a team of 70 engagement specialists (agents) who temporarily assisted with high contact volume and then returned to their home program or moved to other temporary assignments. During the pilot, STARTEK provided a total of 2,290 flex hours on rest days and through overtime. During the two most critical weeks, the team provided 864 flex hours while maintaining less than 5% absenteeism – meeting and exceeding the client’s scorecard.

Once you have a staffing plan in place, arm your engagement specialists with the tools needed to engage in true human dialogue that meets the needs and expectations of today’s retail consumer. This includes:

  • Demonstrating professionalism through common courtesy and etiquette that matches the level of formality with the amount of customer effort;
  • Listening to the needs and situation of the customer, incorporating prior conversations with them, and providing personalized responses; and
  • Offering appropriate, gradual and personal disclosures that create a sense of spontaneity, personalization, and connectedness.

The Many Benefits of Good Dialogue

When you use scientific principles of conversation to talk, text, chat and email with your customers in a meaningful, authentic way, you can drive real results for your brand:

  • Increase customer satisfaction and NPS, while reducing churn
  • Shrink handle time by asking insightful questions rather than following scripts
  • Increase first-call resolution because you’ll get to the root of the issue
  • Cut repeat calls with the right questions to deflect issues that would come up later

Most importantly, you’ll leave customers smiling long after the conversation ends.

In 2018, STARTEK has received 11 Customer Obsession awards (and counting!) across multiple lines of business for bringing “WOW” experiences to our clients’ customers.

If you want to ramp up your customer experience, let’s get started! Visit our website at www.startek.com and fill out our contact us form to learn how we can take your customer conversations to the next level.