5 Tips to Expediting Customer Service Complaint Management

For customers who are calling to complain, speed is of the essence.  How correctly and quickly their issues get resolved will either make them feel valued or unappreciated.  Though you might feel that your department’s performance at complaint handling is at par and moderately satisfactory, there are always ways to improve and enhance the customer’s experience.

Here’s what you can do to process and resolve complaints more quickly:                                       

1. Sort complaints into categories to process them directly through the proper channels

Once customers reach your IVR system, it’s best that they’re given options for which category their concern falls under.  This is to make certain that the customer speaks directly with a specialist that can resolve his concern.  This will also lessen the chances of the customer constantly being transferred from one representative to another.   

2.  Set clear standard operating procedures for specific issues

Customer service representatives should be aware of what to do for every given situation.  Equipping the representatives with thorough knowledge will prevent them from hesitating and becoming disorganized.  This means incorporating into the procedures for each situation problem solving, analysis and empathizing.  The procedures must also be clear on how to escalate complaints.  

3.  Automate whichever processes you can

Don’t be afraid to use automation to your advantage.  Whether it’s through the IVR or online on your website, this gives your customers more options so that they don’t always have to wait to speak to a representative before solving their concerns.  This will assist considerably in getting minor concerns resolved quickly through self-service and freeing up more representatives to tackle larger issues for more customers.  

4.  Update your training programs and re-train customer service representatives when necessary

Identify the weak areas of your representatives and re-train them on the skills they need to enhance.  Your training programs also need to be updated from time to time to address common weak areas of representatives and any new challenges.  Ensure that they have mastered their product knowledge, can use questions effectively and can empathize sincerely with customers.

5.  Pay attention to your customer’s feedback particularly on social media

Social media is especially useful in finding out what customers think of your brand and service.  Taking note of what they say and acting immediately on issues is a proactive way of keeping the problem from getting worse.  This is also an opportunity for you to redeem yourselves in your customer’s eyes as you don’t have to wait for them to call you before taking action and when they do call, you already have solutions prepared.  

If you’re considering outsourcing your customer service department, it is also essential that you choose the right team from a dependable company.  Contact Taking You Forward, a call center company in the Philippines with experience in providing excellent customer service and technical support.   

Source: http://www.takingyouforward.com/blog/customer-service-blog/5-tips-to-expediting-customer-service-complaint-management/

2021 Buyers Guide

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Telecoms

 

1.)

Cloud IT Services GmbH Dialfire Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen. You can see the full list of features here: https://www.dialfire.com/info/features

2.)

Cloudonix Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team. https://cloudonix.io

3.)

Connectica Solutions, LLC PBX On The Cloud We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates. We specialize in the US and Latin American market. PH: +1 (346) 444-3555 http://pbxonthecloud.com

4.)	Layer One Technologies Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered. PH: (980) 288-4800 https://www.layeronetechnologies.com/

5.)

Megacall VOIP services Stay in contact quickly and easily with your international offices through Megacall. Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget. 📞 Virtual Switchboard 🔌 SIP trunk 🔢 Virtual number 📠 Call Center Solutions PH: +34 952 667 511 https://megacall.es/

6.)

NetSapiens SNAPsolution Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use. netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc... (read more)Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use. netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a concurrent call basis instead of charging per-seat or per-feature. SNAPsolution, SNAPvantage, and SNAPanalytics give you all the tools to start off strong in the VoIP industry while giving you room to grow efficiently within your means. Why Sessions, Not Seats? The era of the mobile workforce is upon us. In fact, Google recently put out an estimate that 80% of the global workforce is now performing deskless work every day! Unfortunately, when it comes to providing Unified Communications (UC) features to these deskless employees, many systems operators, carriers and service providers are stuck investing in their platforms on a per-seat basis. That limits them to chasing only about 20% of the workforce - those with actual seats and desks. Why not expand your addressable market and open your business model to chase up to 5 times as many clients as you are today? If a majority of the workforce today doesn’t have a desk, does it make sense to purchase the UC solutions you want to sell by the seat? We don’t think so. That’s why we’ve created this report titled Sessions, Not Seats. In it, we’ll show you why finding a UC platform, like our SNAPsolution, that charges for sessions instead of seats is the way to go. PH: 7608463385 https://netsapiens.com/

7.)

Nuxiba Technologies CenterWare Build a strong business presence and improve customer relationships! Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics. Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more! Schedule a live demo or request a quote today! https://nuxiba.com/en/telemarketing2.html

8.)

Televergence Long Distance and Toll Free Specialists for Contact Centers Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms. Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs. PH: 213-943-2023 https://www.televergence.com/home