When you ask for account numbers before you connect the call to a front line professional, make sure they have the account number so customers do not have to repeat themselves.
Or, when you transfer a call to another person, make sure your staff pass on all the info from the call to date so customers do not have to repeat themselves.
"Excellent ..makes the customer feel good and assists with effective service within a short time frame.."
"Good and Bad. With the account number would ease and shorten a front lin eprofessional to retrieve the customer informtion. However, the customer might not have the account number on hnad all the time. A better way would be mutiple retrievals, account, phone number, etc."
"Agreed. very frustrating to customers when they have to punch in their account number and repeat it once connected."
- Mark Lipman, Sr. Director of Sales & Country Mgr., Plantronics Inc., Canada
"Your first suggestion may never be resolved in some companies due to the technology they have and which queue the call goes to etc. It is annoying but not able to be dictated"
- Erin Southworth, Director of Service, Service Impact, Australia
"Good - The above ensures a seamless and positive process from point of order to point of invoice."
- Ardiela Savahl, Group Customer Service Manager, Goodyear, South Africa
"Keying in a 16 digit credit card number into a phone and then being asked for the same number is so frustrating. If it does not benefit the customer then why is it there? CTI is commonplace so lets start ensuring that technology is used properly."
- Martin Jukes, Management Consultant, Mpathy Plus, United Kingdom
"Good - If the system can't pass along the account information, we shouldn't request it at every stop in the customer journey."
- Penny Lewis, Manager, Customer Satisfaction and Quality, Intermec, United States
"Much better to irritate the customer even more by leaving this vital information till the last possible moment, since they probably won't have it to hand, and will have to call again, and with a bit of luck, will get somone else"
"Agreed especially on passing the accurate information with speed to Dispatcher in the case of Emergency Call Center (included in Emergency Call Handling SOP)"
- Zaliha Awang, Head of 999 Response Centre, Telekom Malaysia, Malaysia
"Great point-we advise internal transfers of the customers information and that the caller online is fully verified to avoid having to repeat information"
- Patti Thomas, Sales and Service Operations Manager, Eastlink, Canada
"Customer info should be on a screen with most recent communication on top. Account # should be readily available and seen by company person on the call."
- Katie S. Burdorf, Partner, WDG Consulting, LLC, United States
"A good resolution. However, this resolution does not apply to our org as our system at the onset already requires the caller to input their Identity Card No. and the full particulars will be automatically retrieved and flashed on the screen to facilitate the caller's enquiry. Secondly, passing of information to another officer is a non issue, as it is the current SOP for the first CSO to key in the logs of the customer's enquiry for the benefit of subsequent handlers of the call."
"Yes i agree that a customer should not repeat the information he has already provided whether through an automated process or through one on one interaction. This may have an impact on the customer that we weren't attentive enough to capture their query in the first instance."
- Hunain Bin Bashir, Manager BPO Operations, Ufone, Pakistan
"It is good. In today's world of great technology, IVR as well as ACD is integrated with the customer database and before the call is answered, the display shows the name of the customer along with the account number."
"Good- Customers do like to repeat themselves hence the need to ensure that professionals have all the details when they engage."
- Sanyu Kibuuka, Call Center - Manager, MTN, Uganda
"Good - standardized computer-telephony-integration across the industry would be a god-send, it would save heaps of time and enhance the customer experience!"
- Gabriel Fulton, Vice President Strategy and Growth, OCIS Group, Australia
"get rid of your IVR and this won't be a problem neither will 5"
- Leanne Onstott, Call Center Director, Art.com, United States
"totally agree!!!"
- Phyllis Wasmuth, Support Center Manager, CH2M HILL, United States
"Yes! Saves times and keeps customer interaction concise."
- Jacqueline Chin, Manager, Data Synergo, Malaysia
"TRUE"
- Vummitti Lakshmi Narayana, GM Operations, Primoris, India
"2nd part is more annoying item at present. This is more of internal process improvement where 'already collected data' to be recorded in the system for next person's reference."
- Lakshminarasimha K, Regional Manager, Infosys, India
"agreed - good warm transfer practice."
- Alice Ho, Customer Service Director, TNT Express, Singapore
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