Comments on: Nine tips to improve your customer experience http://www.callcentrehelper.com/nine-tips-to-improve-your-customer-experience-3315.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: shilp mohan gupta http://www.callcentrehelper.com/nine-tips-to-improve-your-customer-experience-3315.htm/comment-page-1#comment-29191 shilp mohan gupta Wed, 31 Mar 2010 10:24:17 +0000 http://www.callcentrehelper.com/?p=3315#comment-29191 you guys are doing a great job.tips are really help ful...thanks you guys are doing a great job.tips are really help ful…thanks

]]> By: Nitin Sharma http://www.callcentrehelper.com/nine-tips-to-improve-your-customer-experience-3315.htm/comment-page-1#comment-28616 Nitin Sharma Thu, 19 Nov 2009 04:29:22 +0000 http://www.callcentrehelper.com/?p=3315#comment-28616 Hi, This is Nitin Sharma. I am new to this world of quality auditing for a team of indound call center. I belive that the above mentioned points will help me to auditing the calls. However i have few questions, if you can help me. Please let me know the few points on which the quality of any call center bepends. I mean my managment is expecting from me to improve the team quality, bu when i start auditing thier calls i feel that this kind of voice, words & attitude is not acceptable for any cutomer. If i would be that customer i would deffinately creat the problems for the perticular CSE. So please help me with your points to improve them. Regads, Nitin Sharma Hi,
This is Nitin Sharma. I am new to this world of quality auditing for a team of indound call center. I belive that the above mentioned points will help me to auditing the calls. However i have few questions, if you can help me.
Please let me know the few points on which the quality of any call center bepends. I mean my managment is expecting from me to improve the team quality, bu when i start auditing thier calls i feel that this kind of voice, words & attitude is not acceptable for any cutomer.
If i would be that customer i would deffinately creat the problems for the perticular CSE.
So please help me with your points to improve them.

Regads,
Nitin Sharma

]]> By: Gauravi Pal http://www.callcentrehelper.com/nine-tips-to-improve-your-customer-experience-3315.htm/comment-page-1#comment-17643 Gauravi Pal Thu, 28 May 2009 20:16:14 +0000 http://www.callcentrehelper.com/?p=3315#comment-17643 Some additional things that can be done to improve service in addition to those listed above: Call center management should: 1) Simplify the IVR so that there aren't more than 5 options at any level and there aren't more than 2 levels and finally don't hide the option to reach an agent. You maybe tempted to put more options on the IVR, but you will simply end up frustrating the customer without improving your IVR utilization. Since most call centers have a 1-900 number, remember you are paying for the call and the 8-10 unproductive minutes that many call centers force callers to spend have a cost to the organization as well. 2) Focus monitoring and coaching resources on agents that are outliers on AHT for quality training purposes. IF the agents take much longer than the normal AHT of the skill they support, they probably have skill gaps and are putting customers on hold too frequently. IF the AHT is too low, it is likely that the agent is rushing the customer and cutting their calls. Of course these agents actual calls should support this hypothesis Call center analytics group should 1) Listen to a 100 calls that were passed onto escalation group each month. You will see patterns that can be actioned (sometimes in partnership with other departments such as marketing)e.g. - a policy that is unfriendly to the customer - some skill gap within the normal agents - tendency of normal agents to pass on complex calls to the escalation group even though they could have helped the customer in order to keep their AHT low - some feature of the product or service is simply not performing per specification, leading to customers asking to speak to management to complain - agents are capable but not empowered to take care of the customer's problem 2) Review calls that result in opening of cases that need to be researched by the back office. Very likely these cases will result in multiple calls by the customer (i.e. no FCR). Where appropriate identify the barriers (Policy, procedure, technology, training) that if addressed would allow the agent to take care of the customer's need without opening a case. 3) Survey a sample of callers (after at least 15-20 days of the call) to check if they had called to resolve a problem or simply to get information. If a problem, was it resolved to their satisfaction? Was the resolution achieved in the first call? This data should be analyzed to reduce the number of problems experienced by the customers and also to improve the problem handling satisfaction. Some additional things that can be done to improve service in addition to those listed above:

Call center management should:
1) Simplify the IVR so that there aren’t more than 5 options at any level and there aren’t more than 2 levels and finally don’t hide the option to reach an agent. You maybe tempted to put more options on the IVR, but you will simply end up frustrating the customer without improving your IVR utilization. Since most call centers have a 1-900 number, remember you are paying for the call and the 8-10 unproductive minutes that many call centers force callers to spend have a cost to the organization as well.

2) Focus monitoring and coaching resources on agents that are outliers on AHT for quality training purposes. IF the agents take much longer than the normal AHT of the skill they support, they probably have skill gaps and are putting customers on hold too frequently. IF the AHT is too low, it is likely that the agent is rushing the customer and cutting their calls. Of course these agents actual calls should support this hypothesis

Call center analytics group should
1) Listen to a 100 calls that were passed onto escalation group each month. You will see patterns that can be actioned (sometimes in partnership with other departments such as marketing)e.g.
- a policy that is unfriendly to the customer
- some skill gap within the normal agents
- tendency of normal agents to pass on complex calls to the escalation group even though they could have helped the customer in order to keep their AHT low
- some feature of the product or service is simply not performing per specification, leading to customers asking to speak to management to complain
- agents are capable but not empowered to take care of the customer’s problem

2) Review calls that result in opening of cases that need to be researched by the back office. Very likely these cases will result in multiple calls by the customer (i.e. no FCR). Where appropriate identify the barriers (Policy, procedure, technology, training) that if addressed would allow the agent to take care of the customer’s need without opening a case.

3) Survey a sample of callers (after at least 15-20 days of the call) to check if they had called to resolve a problem or simply to get information. If a problem, was it resolved to their satisfaction? Was the resolution achieved in the first call? This data should be analyzed to reduce the number of problems experienced by the customers and also to improve the problem handling satisfaction.

]]> By: Maleeha http://www.callcentrehelper.com/nine-tips-to-improve-your-customer-experience-3315.htm/comment-page-1#comment-17494 Maleeha Wed, 27 May 2009 15:38:56 +0000 http://www.callcentrehelper.com/?p=3315#comment-17494 How can we improve the quality of call with respect to communication? How can we improve the quality of call with respect to communication?

]]> By: Anh http://www.callcentrehelper.com/nine-tips-to-improve-your-customer-experience-3315.htm/comment-page-1#comment-16875 Anh Fri, 22 May 2009 21:13:36 +0000 http://www.callcentrehelper.com/?p=3315#comment-16875 #2 is so simple, yet very effective. In the past, I'd tried handle support chats and calls, and the calls usually suffer as I cannot go back to read like I do with chats. I think it is best to separate the agents that handle calls from the agents handling chats. #2 is so simple, yet very effective. In the past, I’d tried handle support chats and calls, and the calls usually suffer as I cannot go back to read like I do with chats. I think it is best to separate the agents that handle calls from the agents handling chats.

]]> By: Anonymous http://www.callcentrehelper.com/nine-tips-to-improve-your-customer-experience-3315.htm/comment-page-1#comment-16755 Anonymous Thu, 21 May 2009 20:59:53 +0000 http://www.callcentrehelper.com/?p=3315#comment-16755 Use positive language to show how much you value the customer. Instead of saying 'unfortunately we can't do that here, you have to speak to.....' say: 'I can certainly help you with that, what I'll do is put you through to my very experienced colleague in that department who would be happy to speak with you. Do you mind waiting while I get through to them for you?' You can do the same with complaints. Actually tell the customer they are valued and that you will do everything you can to resolve the matter. Use positive language to show how much you value the customer. Instead of saying
‘unfortunately we can’t do that here, you have to speak to…..’
say:
‘I can certainly help you with that, what I’ll do is put you through to my very experienced colleague in that department who would be happy to speak with you. Do you mind waiting while I get through to them for you?’

You can do the same with complaints. Actually tell the customer they are valued and that you will do everything you can to resolve the matter.

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