Wednesday, July 18, 2007

Customer-friendly Call Center

What is a customer-friend call center?

It meets the following criteria:

* answers your call immediately
* by a person (not a machine)
* gives you the answer immediately to simple questions (represents the bulk of cases)
* for a complicated matter, get the relevant expert to call you back

The call centers of most large organisations are NOT customer friendly:

* they ask you to press many buttons
* they ask you to navigate through many options
* the customer usually gets lost on the way
* mostly, a frustrating experience.
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1 comment:

Khiat Han Hwee Adrian said...

I agree that there are a lot of frustrations resulted when we are needed to key in so many buttons.

I have an experience to share. You may look through
http://akhiat.blogspot.com/2007/04/frustrations-from-call-centres.html

July 18, 2007 11:47 PM

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