Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Andres Barrios
Cloud Campus Regional Director
2
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13
MEMBER
David Chacon
Global Growth & New Operating Models Director
50
MEMBER
Jason Taylor
Officer of County 311 Services
0

Article : Improve your customer service for FREE

 

How to improve your Customer Service for Free!

Start at the top of the organization! Yes you read this correctly. It starts with the people who never/seldom take a single Customer Service call.

It often amazes me, when I ask the question of the CEO/President of a company, when last did you "speak" to your customer- not your top clients, but the general run of the mill client? When last did you "call" your Customer Service line? When last did you try using your Interactive Voice Response menu? Often I am greeted with a stoned face response and an attitude of "why should I", "I pay people to do that!" It’s not my problem."

Well, actually it is!

Until CEO’s/President becomes part of the company’s Customer Service policy and drives resource (energy/time/money) to it, it is unlikely any meaningful long-term improvement will be made- The customers impression of bad service won’t disappear by itself!

However once you have the CEO/President on board, it is astonishing at how little substantial gains in Customer Service actually costs.

Customer Service improvements can often be achieved by simple adjustments and "interest" in the environment.

A rethink of an IVR or ensuring all the IVR options work, that the voicemail box is not full and that there is actually a path to a real live person can make a substantial difference to how your organization is perceived and your service rated. I regularly smile when I am greeted with "if you know the persons extension you are looking for, please dial it now" and that is my only option, before being rudely hung up on!

Often all it takes is for the CEO/President to answer a few calls in the Customer Service department for them to gain a little perspective of how difficult it can be answering calls all day. In addition it gives the CEO/President an insight as to where their communication may be lacking or product improvements can be made. CEO’s/Presidents are privy to information that may not have been shared and so subtle nuances in how a question is posed may be lost on the agent and in turn a problem never rectified, which in turn continues to drive unnecessary traffic and long hold times, making the experience for the client horrific and perpetuating the problem.

Sometimes it’s the smallest little adjustment that makes the largest impact, it costs nothing but time and interest.

If the Banks, Insurance and Telecommunication company’s the biggest culprits for bad resource planning when it comes to "unusually high call volumes", had their CEO’s/Presidents answer the phones for an hour a week a number of immediate improvements would be made.

  • Productivity would go up
  • Staff moral would increase
  • Both customer and staff loyalty would increase
  • Salaries would go up
  • Chairs would be more comfortable
  • PC would be faster
  • Integration would be prioritized
  • More user friendly software ordered

Customer service would be revolutionized and clients would feel "heard".

Could you imagine calling your Hydro Company to check your account and speaking directly to the CEO, you can’t buy that sort of "feel good" reaction and the positive ripple effect on your brand? Could you imagine how fast that news would travel?

Killing the Customer Service hold time, is not all about "new technology," "expensive reinvestment" or implementing "new fad idea’s"

It is about you and your customer and the manner in which you manage the overall relationship. How "available" are you to your customer. It’s about delivering the "warm and fuzzy" on every call.

Improved Customer Service does not have to cost a fortune, it can be achieved for "free".

 


About VAsoft:
Company LogoVASoft is a specialist telephony development company. In other words, we develop unique, one of a kind Customer Care solutions, based specifically on your custom requirements. We don't believe that Customer service comes out of a "one size fits all" box. You are unique and so should your service be! If your anything like us, then possibly you could be feeling, a little flustered, over whelmed, insecure and intimidated. It's ok, your not alone. Looking forward to connecting with you
Company RSS Feed   Company Twitter   Company Profile Page

Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Thursday, March 6, 2014

Printer Friendly Version Printer friendly version

2024 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

2.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

3.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31813 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =