My career lasted 17 years at a company that continues to take pride in everything they do including superior customer service. They are an industry leader and winner of years upon years of distinguished awards discover more .
As a customer service representative, I learned that I liked helping people. Sometimes though, I didn’t understand why we did certain things, so I wanted to find out why certain policies were the way they were. Thus began my journey up the corporate ladder and I actually started helping those ivory tower folks! Over time, I worked to attain my master’s degree in organizational management and eventually my six sigma black belt certification.
In 2005, my brother was diagnosed with a rare and very progressive type of cancer. I watched him come and go into medical offices, treatment centers and the hospital being treated as a patient but not usually a customer. During that time, I left my career in global reengineering technologies to start my own company. Here are some observations learned through my customer interaction:
What do most customers want?
1. 100% of the representative’s attention
2. Resolution with little to no effort on their part
3. Be heard
4. Feel special
1. Don’t want to be trapped by a voice response or overly standardized system
2. Don’t want to call back or be transferred
3. Don’t want to wait
What do most call center representatives want?
1. Help the customer
2. Tools that efficiently and effectively help them do their job
3. Feel confident that their manager will support their decisions
4. Time to dialogue and debate about any changes with one another
5. Leave their work and not bring their work home
What don’t most call center representatives want?
1. Don’t want to escalate the call to their supervisor
2. Don’t want to worry about how much time they spend on the phone
3. Don’t want to tell you the wrong thing
Keeping these do’s and don’ts in mind, below are some tips to increase performance improvement in your call center:
Tip One: Give the customer a choice to select an option to address their specific question or speak directly with a customer service representative. Voice response systems must always have a zero to transfer to an operator. Call centers are not doing themselves any favors by forcing someone to pick an option that doesn’t fit the reason why they are calling. This leads to dissatisfied, irate customers in addition to unnecessary dial transfers and call backs.
Tip Two: If scripts do not fit the situation, include alternative solutions or attachments to assist the call center representative. If call center services representatives’ are following scripting, they must always have a “none of the above” and/or “additional comments” and/or “additional attachments” option. We must put technology back in its place in a supporting customers and employees not working against them. Escalated and repeat calls based on these types of scripting mistakes are an unnecessary capacity planning nightmare.
Titan Call Center Tijuana
Lorenzo Barcelata #26, 1, 22435 Tijuana, B.C.