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Executive Interview : Avoid Repeat Calls To Your Center With These 9 Tips
Repeat Calls are a nuisance in most cases to your contact center. Many of us are trying to reduce or even eliminate them altogether. ContactCenterWorld.com went in search of answers from our global membership and asked: Can you share a tip or two on how to improve reduce repeat calls in a contact center?
"Ending every call with 'is there anything else I can do to help you today?' or 'have I answered all your queries today?'"
|- Anthea Noonan, President, CEAD FM, Canada|
"Often repeat calls occur when your customer confidence level is low. You must know the strength of your staff's ability to respond and educate customers. Incorporate a remedial training program that is readily available as needed. Consider creating a C.P.T. self-study remedial training program that employees can pull of the shelf and use at anytime. Assign coaches to staff in need of remedial training."
|- Myra Kassim, Contact Center Manager, Chesapeake Employers Insurance Company, United States|
"Train your staff to get it right the first time so that First Call Resolution is complete.
|- Vera Austin, Director, Mass Mutual, United States|
"I don't believe that you should, I believe that what you should do is agree with the customer on who does what next, in some cases the customer should be ringing back in others you should ring the customer back and finally in some cases the call is now resolved so it shouldn't require anything more. Most companies aren't accurately accounting for their calls and first time resolutions are a real fix but simply another call avoidance process. The easiest first time fix I received in years was an agent that told me the company wasn’t interested in fixing my problem but she would be happy to stay on the line with me and explain it to me again and again. I fixed that problem myself!"
|- Ronald Hughes, Innovation Director, Skills Assessment Academy, Ireland|
"Accept second call fix, it's optimal."
|- Juhani Kaariainen, sp, sc, Sweden|
"Analyze any callback processes to determine what can be done at the point of contact to avoid callbacks. Listen to calls from the same customer within 48 hours and determine the drivers of the repeat calls and address options to decrease based on trends for repeat callers."
|- Becky Saurers, Contact Center and Learning Consultant, Saurers Consulting, United States|
"FCR is the best way to reduce repeated calls."
|- Wasif Balouch, General Manager Contact Center, PizzaHut, Pakistan|
"Adopt strong Lead governance and algorithms developed internally with specific lead advisors."
|- Sunil Kankal, Consultant, Global, India|
"When contacting support departments or third parties, instead of calling them for every single case, chase how many of your cases require their input and make one call."
|- Thabisa Magxwalisa, Team Leader, Volkswagen Group South Africa, South Africa|
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the Top Ranking Performers Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
Today's Tip of the Day - What Do You Want To Accomplish?
Published: Friday, September 4, 2015