Speed up Complaint Handling in a Multi-Channel Contact Centre



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We asked our Twitter panel “What is the best way to speed up complaint handling in a multi-channel contact centre?”


John Thompson  @JohnThompsonJnr

jordan-thompson

Empower front-line colleagues to resolve complaints through up-skilling, authority levels and control


Cam Singleton @ContactCentreC

cam-singleton

Make sure all systems are integrated across different channels/platforms.

 


Carolyn Blunt  @CarolynBlunt

carolyn-blunt

Robotic ‘cut and paste’ responses just prolong arguments. Instead analyse common complaints and empower agents to resolve.


New Voice Media  @NewVoiceMedia

new-voice-media

Tie all channel interactions to a contact so that regardless of who handles the case they’re aware of what happened before


Ultra Communications  @UltraComms

ultra-comms

Be proactive. Contact customers with regard to issues that will affect them even before they’re aware of a problem


Richard Hall  @dougyhall

richard-hall

If complaints happen, keep processes simple with bias towards customer satisfaction. Trust customers and they’ll be back.


mplsystems  @mplSystems

mplsystems

Give agents the information they need on 1 user interface to enable them to access data to resolve complaints without delay


Richard Hall @dougyhall

richard-hall

Cut off complaints before they happen. Make the effort to get it right first time.

 


Azzurri  @AzzurriComms

azzurri

Trust and empower agents to resolve as many issues as they can without having to continually escalate calls.


Sabio Sense  @sabiosense

sabio-sense

Best way to speed up complaint handling is to drive the complaint to the chat channel #webchat


James Lawther @SquawkPoint

james-lawther

Do something about the complaints?

 


Magnetic North  @MN_Cloud

magnetic-north

It’s important to understand why the problem happened so it can be avoided in the future. Make a note of lessons learnt.


Sian Ciabattoni  @NobleSystemsUK

noble-systems

Respond in the way the complaint was ‘voiced’. Train & empower your agents to ensure first contact resolution where possible


Rostrvm Solutions  @rostrvm

rostrvm

Meet the customer where they are, then solve the issue expediently…. pick up the phone and talk


Business Systems  @BSLHQ

business-systems

Empower agents to solve problems and contact customers on their desired channel without supervisor intervention.


Azzurri @AzzurriComms

azzurri

Use channel most appropriate to resolving complaint quickly i.e. don’t tweet a 30-minute conversation. Pick up the phone!


Richard Hall  @dougyhall

richard-hall

Record and measure as much as possible, to make sure 1 + 2 balance against profitability.


Magnetic North  @MN_Cloud

magnetic-north

By integrating your channels with your CRM, agents should have the full details of a complaint at their fingertips


Rostrvm Solutions  @rostrvm

rostrvm

However they contacted you, if you have a number, phone them – it’s the quickest way to resolve complaints.


What do you think is the best way to speed up complaint handling in a multi-channel contact centre?

Tweet your responses to @callcentrehelp

Published On: 24th Sep 2014 - Last modified: 26th Feb 2019
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