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4 tips to strengthen IT customer service response - Alorica - ContactCenterWorld.com Blog

4 tips to strengthen IT customer service response

While it’s important to deliver consistent client service on a regular basis, it can be difficult to do so without the proper technological infrastructure. As consumer demands continue to shift, customer care solutions teams are beginning to further rely on new and advanced technical support processes to better meet their patrons’ needs. While these technologies create a faster, more flexible staff member, they also require special attention in some instances, since a breakdown can disrupt the entire infrastructure.

IT teams can be deployed to fix any internal hiccups in a customer relationship management technology system, but in terms of systematic processes, finding the root cause to an issue is a different ball game. If a client support team can effectively troubleshoot its problems, they’re more likely to improve upon their consumer satisfaction, among other things. With that in mind, here are four tips for customer service representatives to keep in mind when attempting to troubleshoot a systematic issue:

  1. Don’t jump to conclusions: Assuming typically doesn’t get anyone very far, so best practice – especially in the customer service industry – is to evaluate the situation from a big picture viewpoint. It can be tempting for a seasoned client representative to jump to a conclusion about something when a customer contacts a business’s service center, especially if the rep at hand has dealt with a similar situation before. However, the idea of effective troubleshooting is to find the root cause of the problem and then begin addressing the issue from that point on.
  2. Remain attentive throughout the entire process: The parlance of a BPO technical support representative will likely differ from that of an everyday customer calling in with a question or concern. That being said, it’s important for staff members to remain vigilant on the back end so that nothing falls through the cracks. The manner in which a client describes something may make sense to him or her, but it very well could be the wrong way to describe something from a business standpoint. Alternatively, a technical support team also needs to play the role of translator when speaking with a patron, otherwise the internal vernacular may confuse the customer at hand.
  3. Manage issues in order of their importance: In a perfect world, nothing would ever go wrong with a customer service team’s IT infrastructure, therefore eliminating any issues that stem from said hiccups. However, since the human element is a constant in the client services equation, there are bound to be mistakes in the process. As a result, management needs to teach its team how to prioritize effectively, or else the most important issues won’t get taken care of first. Client work not getting done has more widespread implications than internal issues, so a rep should be aware of that very fact, according to Inc. Magazine.
  4. Cover all bases before taking action: This can be particularly tricky because the modern day consumer wishes to have his or her problem addressed in an immediate fashion, so it’s hard not to understand why a call center service would want to be as quick as possible in getting back to the patron. Yet, it’s important that reps evaluate the situation from a macro level. An effective troubleshooting process starts with the identification of all the concerns at hand and then logically working through them all. It can be a longer process, but it will teach reps to double-check, cross reference and test things before the problem is addressed.

Source: http://www.alorica.com/4-tips-to-strengthen-it-customer-service-response/


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Publish Date: December 3, 2015 5:00 AM


2021 Buyers Guide Consultancies

 
1.) 
3D Vision Consulting

. Contact Center setup, management and transformation across all key components including Vision & Strategy, People, Technology, Quality, Processes, Communication and Facilities.
• Customer Experience strategy, design and implementation across multiple delivery channels.
• Design and implementation of full-cycle Ticket/Complaint Management Process/System.
• Develop Customer Satisfaction, Staff Satisfaction and Staff Motivation strategy and programs.
• Develop end-to-end Business Processes, efficient SOPs and well-structured SLAs.
• Build modern customer communication channels including Live Chat, AI Chat Bots, WhatsApp and Social Media Integration.
• Design Sales/Telesales structure, p...
(read more)

2.) 
Call Center Masters

Giving consulting services to call centers

3.) 
CC-CMM Certification Institute

CC-CMM Certification

4.) 
COPC

Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.

5.) 
CTCOMM

Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

6.) 
Customer Support Asia

Offshoring
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines

7.) 
CX Central

Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.

8.) 
ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)

Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations

9.) 
Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.

10.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

11.) 
Outsourcing Solutions

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

12.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

13.) 
Pelorus Associates

Marketing Communications
Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.

14.) 
proceo.consulting

We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.

15.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

16.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)

17.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
 



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