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A Common Mistake Practised by Every Call Center! - (v)WeCare Technology - ContactCenterWorld.com Blog

A Common Mistake Practised by Every Call Center!

Imagine a situation where food has been ordered, the delivery boy delivers the food and asks the customer whether or not, he/she enjoyed the food. Yes, certainly the customer would not be in a position to answer the question since he/she has not even tasted the food. At the most the customer can comment upon the packaging of the food or delivery time or the way the food was served. But that would certainly not help the company understand whether the food supplied to the customer was up to his taste and met his expectations.

A similar practice of instant feedback is followed by a lot of call centers. Most call center executives finish their calls before transferring the call for the automated service quality audit questionnaire by asking whether they could resolve the customer’s problem completely. Though the question is not wrong, but the timing of the question is surely wrong. In fact, the company should know and understand whether their service executives could effectively manage their customers’ requirements and handle all their problems.

The question doesn’t serve the company’s purpose because the customer is unsure of whether the problem has been resolved or not. The customer needs to hang up and get things done to realize whether the problem has been resolved or not.

How can a Call Center correct this mistake?

Well, the experts in the field of telesales suggest different ways to understand whether a customer’s problem is resolved completely or not. Primarily, it is very important to understand that why did the customer face such an issue, in the first place? If this question can be answered, the call center needs to resolve the issue as soon as possible. This would reduce the efforts of both the customer and the call center (the effort of customer service executive, who would handle the aggrieved customer and his/her fury).

The call center and it’s executives need to allow for a certain time period during which, if the customer doesn’t call back again for the same issue, only then the customer complaint can be closed, and it can be realized that the customer’s complaint has been resolved fully.

Source: http://www.vcaretec.com/blog/mistake-practised-by-call-centers/

Publish Date: July 11, 2017 5:00 AM


2020 Buyers Guide 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:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
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

4.) 
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)
PH: 7608463385
 



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