Call Centers - Faster is Not Better |
It always amazes me when I look at a call center's operation. More often than not, they are basing performance on call times and not satisfaction. In an industry where there is so much competition for customers, why would you rate how good your call center representatives are performing on how fast they can kick them off the phone? Ridiculous right? Their argument is that the faster they help that one customer, the quicker they can get to the next person. Does it matter if that customer got the help they needed? Does it matter if they were treated with respect and had the full attention of call center representative? To most companies, the answer to these questions are no.
If your company adopts the right customer management strategy, you would base your call centers performance on customer satisfaction and level of repeat callers (customers calling multiple times about the same issue). Think about it, if your call center reps are just trying to get off the phone as quickly as possible, are they going to be able to meet all the customer's needs? Are they going to give them their full undivided attention or think about getting to the next call? How many customers call back later for the same issue or something different because it was not handled the first time properly? If you are not measuring these things and keeping high standards in your call centers, I can guarantee you are losing customers every day.
How do you raise customer satisfaction? First, get rid of the call timers. It only creates anxiety in the representative that has to stare at the timer while trying to assist the customer on the phone. Second, add two options to your automated telephone system. One asking the caller if their call is related to a previously problem they have already called about before. Next, add an option to ask if they would like to hold after the call to complete a quick survey about their experience. Both of these will give your company data on customer satisfaction that will be more productive than measuring call times.
Christopher Byrd has years of banking and credit union experience. He has a degree in Marketing specializing in Sales Management from the University of West Florida. He is a recognized credit expert, extensive experience in building relationships with customers and helping companies train employees to maximize their performance. Article Source: http://EzineArticles.com/?expert=Christopher_Byrd |
No comments:
Post a Comment