Customer Complaints

Topic Views - 176

Operations Manager

NHS Business Services Authority


Hi

I work in a contact centre where we have recently set up a team to deal with all customer complaints.

I was looking to benchmark on how complaints are dealt with and I would appreciate any insight on the following:

If a customer calls/emails and wishes to escalate - who does this get passed to?

What is the time frame for a callback?


Digital Marketing Specialist

Proglobal Business Solutions


Floor supervisor. If not, the Manager.

Time frame will be minimum 24 hrs


Operations Training Officer


Call Centre agents attemps to deal with complaint.

If not, then passed to Team Leader to resolve.

If not, then to the Customer Service Manager.

Finally, Customer Relations team.


Want to add a comment?

Not found what you were looking for?

1. Try searching through our site.
2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question