Saturday, April 14, 2007

Direct access to a contact center officer

NTUC Income won the global, most innovative award for its contact center.

A key feature is the direct access to a contact center officer. The call is answered within 3 rings by a human voice. This is welcomed by customers.

Most contact centers operate differently:

* the call is answered by a machine
* you have to hear the different options and press a button to get ahead
* you often have to spend 1 or 2 minutes, before you can talk to a person
* if you are unlucky, you have to wait for that person to be available
* usually, they are not able to help you anyway

Which model do you prefer? NTUC Income or the conventional model?
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2 comments:

Anonymous said...

Yes, the initial contact is fast, but sometimes there are certain issues that cannot be resolved at the first level. I find Income's management to over-rely on the front-line staff to do the answering. The management should take up the responsibility of answering, especially when requested to, instead of delegating to the call centre operators.

April 15, 2007 2:04 AM
Anonymous said...

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April 16, 2007 9:42 PM

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