Despite the prevalence in analysis and monitoring technology, there are still huge variables when it comes to levels of customer service quality, regardless of geography or sector. For example, a customer can call their bank one day and experience a seamless service transaction, while a subsequent call to a utilities provider can have them tearing their hair out with frustration. So what separates the wheat from the chaff, and how can businesses tell if they have an industry leading customer service centre? Here are seven signs to look out for:
Hit staff in the guts
Not literally of course. But this is about making an impression on the customer service centre staff and using verbatim customer feedback to create a self-correcting organisation. It helps provide a clear understanding of what is making customers happy and others furious, whether it’s due to the advisor, branch or website. It will not only reduce avoidable conflicts further down the line but also uncover any negative feedback beyond the control of the customer service team that needs addressing.
Only take the right type of calls
Utilisation remains something most contact centres struggle with. Many work with several systems increasing their after call work time, while others have processes that slow things down resulting in problems with engagement. The trick is to ensure that time is being spent handling calls that need to be handled by people. Let simple queries be handled by IVR and web solutions, so that feedback incidents and problems can be directed to the relevant department, which frees up time to handle incidents and problems in a more thorough way.
Best advice for customer service: 90 seconds max
Everybody is busy and nobody likes to be kept waiting, so contact centre teams should be tasked with answering customer calls within 90 seconds. Of course, this is easier said than done and there will always be times when call volume is higher than anticipated. But, by filtering only the queries that require a human response, call volume can be reduced, meaning connect time can be much lower. In some instances, there are target waiting times of as low as 20 seconds but, while ambitious, only serves to skew the internal measurements of how calls are handled. Continue to find out how to retain staff in a stressful working environment.
We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. By clicking “Accept”, you consent to the use of ALL the cookies.
This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience.
Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. It is mandatory to procure user consent prior to running these cookies on your website.