Enablement: Contact Centre
- Services: How we bring our services to you through contact centres .
Customer satisfaction is never put on hold.
The gatekeeper of the customer relationship remains the Contact Centre since the phone is still the preferred method of service interaction for customers, whether making an inquiry or seeking to redress a problem.
Whereas a service call was once looked upon as an operational necessity, to be dealt with as expeditiously as possible, it is now viewed as a “moment of truth” in relationship management. Easy accessibility, empathetic service, first-call resolution, and a memory of past interactions are all attributes of a top performing Contact Centre.
To provide a superior level of service to customers, it is critical that agents have the capability to respond instantly to any issues that might arise and the latitude to recognize and reward high value customers by offering a differentiated level of service.
Contact Centre agents should be guided in their treatment of customers by embedded business rules and scripts that specify the options available to them in resolving client situations and in making relevant situational product offers.
Success must be measured holistically. Instead of fixating on hold times, total talk times and abandon rates—all operational metrics—the emphasis should be on measuring the impact on satisfaction and loyalty.
