Do you find it frustrating to get through the call center of large organisaionts, e.g. banks, credit card, telephone companies, airlines, government agencies?
Most of them have a telephone system that require the customer to press many buttons and listen to many options, before the customer can talk to a person. Quite often, the customer pressed the wrong button and got lost.
I have experience in setting up a call center that operates differntly. It won the world best award for "innovation technology". Here are ten tips on how a customer friend call center should be organised.
It gives a better customer experience, and still keep down the cost of handling the customer enquiries.
Do you like a call center that is operated on the 10 tips?
I like your concept of the customer friendly call center. I hope that you can convince the large companies to adopt this method.
ReplyDeleteI find it frustrating to contact large companies who adopt their current systems. It takes a long time to get through.
I have to wait a long time listening to their recorded announcement, "your call is important to us". It is a farce.