If
you're sick & tired of transferring customers to other departments
because you don't have a telephone system that gives customers options,
putting them in a queueing system which routes them to the right place.
There are tons of telecoms companies out their that can help you out of
a sticky situation with your customers.
Handling
customer complaints
is probably your contact center staff's least favorite task. But as a company
you should be glad they complain, at least they are still talking to you. Too
many customers "silently" complain and companies loses out because
they just walk away. What you do with the information will make the difference.
The key to success is capturing data at the point of contact, analyzing what
went wrong and then taking immediate action to rectify the problemm in a polite
and efficient manner.
"In
theory, practice and theory are the same. In practice, they are not."
All too often in the contact centre business, the theory taught on training
courses does not translate into practice, or tangible results. The primary reason
for this appears to be that agents and supervisors have difficulty in adapting
and applying the skills developed on training courses into practical everyday
situations or they don't have the continued refresher training required to keep
them motivated about an otherwise mundain job. You have to have a unique and
exciting approach to the business of developing communication and sales skills
- an approach that will produce tangible results and a measurable return on
your investment.
People,
the way they're organised and managed will strongly influence the satisfaction
of your customers or users - and your profitability if you are a commercial
organisation. It's been proved that customers are inherently disloyal unless
they are highly satisfied. Years of theory and research have pinpointed the
human and organisational factors (as distinct from product design and marketing)
that enable a company or public body to develop and keep the all-important customer
mind-set. Some of these factors may not be at all obvious, but the findings
of an organisational review can make them explicit, enabling management to move
purposefully towards higher customer retention.
