|
 |
|
Who’s Calling? Identify And Route Inbound Callers For Optimum Value.
In the customer service world, we have an incredibly rich gold vein to mine: all of the customer interactions we handle - even more reason to have a good CS service provider. Research shows the average CS agent speaks with customers and handles email and chats for 6,000 minutes--or 100 hours--per month. Now if we could only learn to take advantage of all that actionable data…try these tips for building a mutually rewarding relationship with your provider.
- Create a simple "taxonomy" to categorize common customer issues. Create about 30 codes for the most common answers to "why" questions.
- Share these tabulated codes. This should be in a weekly report that senior management reviews, especially when you're able to assign accountable "owners" to each code.
- Explore underlying reasons and solutions to eliminate problems.
- Facilitate communication between CS agents and operations, providing valuable feedback that can help improve customer satisfaction.
Identifying, routing, and learning from Inbound Callers can lead to a better understanding of your customers, their needs, and their opinions of your company. Learning from your customers is a key to success.
|
|
|
|