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Who else thinks that the customer should be involved in writing the IVR functions?
Those functions which are supposed to serve the customer are often created without any sort of input or feedback from them. Which is mind boggling and frankly unacceptable in a customer centric environment.
If you really want to get a better call flow, include the customers in the process of designing the IVR, they will thank you later.
Most if not all contact centre advisors tend to have one common problem, they are able and ready to take responsibility but that gift is never bestowed upon them.
The phrase “We’re adults, not kids” is muttered in every corner of contact centre world.
Give them more power, and in return they will do what is right for the customer. Power does not equal “lack of responsibility”, in fact it’s the other way around.
Start treating your advisors like adults, you will be astonished by the results.
All in all, it’s one step closer to achieving customer centricity.
Even the best staff on the planet needs to be at the right place at the right time, this is why workforce management is crucial.
1. Be clear and set goals
Efficiency is crucial. In order to effectively calculate staffing requirements you need to plan ahead. Optimize your schedules depending on customer service peaks, service level and staff attrition rates.
2. Understand back-office processes
You can’t forecast if you aren’t able to manage it, simple as that. You need to be fully aware how the back-office processes work in order to maintain, and later on optimize them.
3. Keep the people in the loop
Keep the middle man in the loop, team leaders are the one responsible for enforcing large parts of the WFM process, make sure that they are an integral part of it.
4. Software matters
5. Flexibility is the key.
Planning ahead is crucial, but if the situation calls for it, don’t be afraid to adjust forecast and schedules.
Keeping a complaint quiet in the digital age is unrealistic, so unrealistic that it boggles our minds when news of such actions (and their inevitable failure) surface.
Let’s not forget that it will backfire and tarnish (or even destroy) any credibility the brand has online.
In case of a complaint, 19% of internet users would post an online review, possibly on the products web page, and 14% would use social media to “bash” the service or product if they are not happy with the quality they are receiving.
So what solutions are we proposing? Make the best out of the worst case scenario:
- keep the customer informed and update him on any progress
- reassure him that you are doing all that you can to fix the issue
- fix the problem, or reimburse the customer
- follow up after the situation is resolved
That way despite the initial problem, the customer experience will be a positive one that will leave a lasting impression.