Since an inbound call is the first point of contact between the customer and the company, this should always be nothing less than a wondrous experienceCall Center Agent: Good morning this Amy from Acme Company, may I speak with Mrs. Samantha Tan?

Customer: This is she.

Call Center Agent: Oh, Hi Mrs. Shi, may I speak with Mrs. Tan?

Customer: This is she.

Call Center Agent: Yes I know Mrs. Shi, but I need to speak with Mrs. Tan, is she there?

Customer: (raised voice) I SAID THIS SHE!

(LINE GOES DEAD)

THIS is a funny and sadly common experience for people calling customer service.  Since an inbound call is the first point of contact between the customer and the company, this should always be nothing less than a wondrous experience.

Inbound call center services has been plagued with many issues: late responses, long waiting period, erroneous information, or even misunderstanding of the customer and call center agents.

Presence of a CRM

The presence of CRM in a contact center can assist lowering incidence of erroneous information.  It can equip the call center agent with cues on the nature of the call and its history.  This simple tool can organize, automate and synchronize information so a customer can have a smooth and effective transaction.

Correct staffing level

The long waiting and late responses may be attributed to the lack of call center agents on a particular period.  When an inbound call center is understaffed, the incoming calls are bound to be at a gridlock and this results to delayed service.  Determining an accurate staffing level will ensure fast resolutions.

Clear Quality Control Paramaters

This will allow continuous improvement on the customer service provided by the inbound call center.

In this age of Twitter and Facebook, the dissemination of information has seemingly become as fast as the speed of light. Bad news travels fast and reputations are easily bruised.  It is prudent for a company to invest its time and resources to ensure that each call from the customer is valued.  The company needs to say, “Yes, we hear you and we are listening.”

LISTEN TO OUR AGENTS…

Agent smiling

 

 

Listen now

1 Response » to “INBOUND CALL CENTER SERVICE CHALLENGE – Do You Hear Me?”

  1. BPO firm says:

    This is a really informative site just like this other BPO site I usually visit.

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