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Assistant Vice President - Head of IT Customer Service
Associate Director, Operations
Policyholder Services Technical Specialist
Client Services Manager
How many times do callers to your center have to repeat information such as account number or purpose of the contact? We called a sample of major corporations to find that often the same piece of information is asked for every time the call is transferred - sometimes up to 4!. This not only costs the center more but also frustrates customers. Test out how many times your customers need to quote details and look for ways of reducing this repetition.