Call Center and Customer Satisfaction
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Fulvio Giaccari
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ReportFrom my personal experience with contact centers of companies more or less structured this article who wants to be a sort of "best practice" personal and absolutely non-exhaustive-for contact centers to achieve better Customer Care.
1) avoid too many "steps" and "infinite" menu where each step 10 other hides – a sort of matryoshka. I think it would be an ideal solution to identify general categories, and then locate a single step to category-for example as a macro-administration and subsequently divide the submenu in duplicate requests, payments, etc. .. identifying each section with a precise numeric identifier.
2) insert in 1° menu the possibility to speak with operator: too often the customer quickly and wants to avoid intermediate steps to speak with an operator, or fails to locate easily the category it belongs to its problematic. In this way, "bypassing" the list of menus and reduces the time of the call.
3) be sure to have a broadband internet (Voip) quality to avoid repercussions on call. Poor sound quality is likely to prolong the duration of the call, lead to repetition of concepts, simple misunderstandings and, of course, to force the customer to call back – with obvious repercussions in terms of Customer Service
4) monitor the evolution of customer calls, both from the point of view of the number of times the client has contacted the company and why, is the number of times that the customer dropped the call. In the first case a correct "rate" the trend of calls allows the company to monitor whether operators are able to meet customers ' requests; in the second case the call abandonment rate from customers is a signal for companies to act on initial menu or on the timeliness of responses.
5) make proper training operators can reduce waiting times. How many times the operator puts the customer waiting to find a solution to the problem; ensure the complete formation of the telephone support staff reduces troubleshooting time – and so maximize customer satisfaction, and increase staff productivity.
6) provide an adequate technical support in case of malfunction of systems: a delay or an absence of prolonged can affect line customer care.
7) if possible, organize a system which involves the customer feedback after the call; It is certainly a strong signal that demonstrates the company's commitment to ensure customer satisfaction. Council to implement this system in the course of the call – for example a quick survey by the same operator after providing assistance – rather than after the phone call when the client does not have time to devote.
Fulvio Giaccari
CRM Business Manager
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