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Executive Interview : Interview With Jim Gallagher From Corporate Call Center
ContactCenterWorld.com went is search of an industry update from our members from around the world. Jim Gallagher from Corporate Call Center is willing to share his experiences about the good and the areas that need improvement based on his perspective and experience within the contact center industry. Ask yourself when you read this: Are we getting better?
In your opinion, do you believe the customer service you get today from other companies is better or worse than it was say 5 years ago?
I feel that most are worse but my expectations are a result of the fact that I know I have many other choices right at my finger tips and it can take just one poor experience to shred years of satisfactory work by a company representative or product. Every company needs to be on their toes at all times because their competition is waiting for them to make that one mistake.
Do you believe there is a correlation between the service you receive as a consumer and your loyalty to the supplier?
Without a doubt. Every experience I have with a supplier either solidifies my past decision to buy from them or causes me to second guess that decision. This reinforcement occurs every time I have another positive experience and, conversely, my loyalty is shaken if the next experience is poor and I am back on the market for a new supplier relationship.
In your opinion, which industry sectors provide great service and which ones are poor?
The sectors that I have had a poor experience with typically seem to be understaffed with long hold times and websites that disguise a simple way to get someone on the phone like wireless companies. There are help desk companies and banks that I have had some very successful, brand changing experiences with recently.
Can you recall a really good experience recently - where you were WOW'd by the service you received?
The retail branch of my bank provided some solid customer service recently, when I recognized some additional fees I was being charged. They jumped into action, explained the cause of the fees, removed some of them that were in question and gave me guidance on how to avoid them in the future. Knowledgeable and helpful representatives which will keep me as their customers.
Talking about bad experiences, where do companies go wrong with the service they provide?
I mentioned long hold times, because this put the customer in a foul mood before a representative even gets a chance to work with the caller. Mostly, it then comes down to listening to the callers issues and being knowledgeable on the steps to correct the problem.
Have you noticed any differences in service from people from different cultures?
Yes, although listening skills are poor in many cultures, I find it challenging at times when communication gaps exist, which compounds the problem and frustrates the Caller.
If you had to give just 1 tip regarding the use of technology in relation to improving customer service, what would your tip be?
Tell the Caller how long they will be on hold and ask if they would prefer to be called back as soon as an representatives is available (Virtual hold).
If you had to give just 1 tip regarding staff in relation to improving customer service, what would your tip be?
If you had to give just 1 tip regarding business processes in relation to improving customer service, what would your tip be?
A very clear escalation process that all are fully aware of.
In your opinion, how should contact centers measure the level of service they give?
Quality scorecards should be developed and each rep graded on a minimum number of calls each week. In addition, each customer should be offered to take a quick survey at the end of their calls.
Lastly, can you share with us one of the worst customer service experiences you have experienced recently?
My local utility company which kept me on hold for 45 minutes and then the representative who finally got me on the line sounded very unsure (maybe new) which extended the call further as I was put on hold numerous time. The result of the call was that nothing was resolved and I had to call back to speak with the Supervisor who was unavailable at the time I was on the first call. BOOOOO!
Today's Tip of the Day - Where Is The Problem?
More Editorial From The Results Companies
About The Results Companies:
The Results Companies is a Global Customer Experience Management provider. Award winning solutions are the hallmark of Results' Partnership approach delivering innovative contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Financial Services, Retail and Energy. With over 7,000 employees in 14 locations, Results is able to offer domestic, nearshore and farshore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, State-of-the-Art Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree.
Published: Monday, December 8, 2014