Carolyn Blunt, Managing Director of Real Results Training, recently took a look at some key areas of customer service that quite a few contact centres seem to be getting wrong - even big brand contact centres. Here are some of the questions you should be asking your contact centre.
Are advisors using the knowledge management system?
If they are, fantastic - make sure they are contributing as well, creating new content and making improvements on existing content. If not - get your tech supplier in, explain the knowledge management system and make sure you talk about it regularly with your staff.
Are they keeping the Interactive voice response updated?
Go through the options yourself, look at the wording and the call routing. Take a look at your menu system - if it has more than 3 options, with each of those having more options - simplify it. And please, for the love of customers everywhere, don't forget the music! The music you use should be non-offensive, mainstream or linked to your service if possible.
How can you improve self-service for your customers?
Your contact centre will likely have a lot of information that is useful to you when looking at your website help pages and FAQs. Make self-service easy for your customers with correct and updated information, community forums and live chat.
For more useful questions to ask your contact centre, read the full article at Call Centre Helper.