30 years, 30 tips

30 years, 30 tips

rostrvm30 years  white This year saw rostrvm reach its 30th anniversary. To mark the occasion we’re sharing 30 tips for contact centre success.

  • Try out your operation as if you were a customer; it will really help you find any weaknesses in your process.
  • Give customers the choice to contact you in their chosen channel – email, phone, webchat, Twitter etc. – but have the right systems to reply efficiently.
  • Simplify or reduce your IVR menu options so customers can get to the right place faster. And if your call centre is closed tell the caller before they’ve punched those buttons.
  • If you must transfer a caller make sure that they don’t have to repeat information unnecessarily. We got a patent for that!
  • Usechannel shift methods to guide callers to self-serve where appropriate. For example, if someone is calling from a mobile for a service that is easily available on the web, offer to send them a link to the page.
  • Optimise transaction times. Agent desktops should be streamlined to reduce the amount of screens they need to flick between, so they can answer customers’ queries quickly and efficiently
  • Remember too that the written word does not have the same nuances as speech and can be misinterpreted – dangerous if you’re dealing with customer issues! Pick up the phone
  • Make relevant operational information available to team leaders, supervisors and contact centre managers
  • Build up intelligence about each of your individual contacts and use it to better serve customers.
  • A predictive dialler is a powerful tool for contacting customers and prospects. It is tempting to load your dialler with a list of numbers and start dialling over and over again until you make contact. Use Precision dialling to reach your contacts and avoid being a nuisance
  • Don’t make customers wait. Offer to call them back instead at a time that suits you and them.
  • Use contact recording to record each interaction, be it voice, email, chat or social – and save examples of best practice so that you can reward individuals and also use them for training.
  • Blend inbound, outbound and email agents to optimise processes and deliver great service.
  • Give customers the ability to self-serve. Automate straightforward queries and transactions through an IVR or via your web site/phone app.
  • Keep an eye on your agent skills to route contacts to the right person and optimise your training investment.
  • Most of your callers have a mobile. Visual IVR to gives customers a convenient menu-driven interface on their device to your contact centre and allows them to easily select the options they need.
  • Offer customers the chance to leave their number and receive a call back or ‘hang up’ but maintain their position in the queue.
  • When calling back use precision skills-based dialling to ensure that each of your customers speaks to the advisor best suited to their issue – match the outbound skill to the caller’s original needs.
  • Programme your outbound dialler using intelligence gained about each of your contacts to achieve higher first contact rates and first call resolution. We call it Precision Dialling.
  • You need management tools which provide a consolidated view of your contact centre operation across all of your channels – inbound calls, outbound predictive dialler campaigns, emails, text messages and chat etc.
  • Build real-time customer feedback into your performance management system. Monitor what your customers are saying on social media, for example, and reply rapidly to complaints to stop them escalating.
  • Failing to plan is planning to fail. Use our handy Apps to calculate staffing needs to meet your SLAs across all your channels
  • Remember, despite the availability of Self Service customers will always need to talk to a human being at times, especially if they have a problem.
  • Relieve the pressure on your agents. When their request is completed send your customers a ‘job completed’ text message so that they don’t feel the need to call again.
  • Don’t leave email festering in the queue. Today’s connected customer has a smart-phone in their pocket or a tablet in their hand so the expectation is a speedy response to email enquiries.
  • 70% of call centres rely on back office teams to complete customer transactions. Make sure that your back office processes are aligned to your front-office contact centre promises.
  • Using web chat as part of a multichannel contact strategy improves customer satisfaction, particularly when it links seamlessly to assisted service. But chats can take much longer than a call so make it easy to seamlessly transfer from web to phone.
  • Answering an email takes at least three times as long as calling someone. The contact resolution rate – such as satisfying a complaint – is much lower with written communications than with telephone conversations. Think about it next time you email – will this email get to the heart of the matter as quickly as talking to the person?
  • Start by making ONE manageable improvement to your contact centre. One change may just be the trick to boosting and maintaining consistent success.
  • You can always learn from others. As we look forward to the next 30 years we always seek inspiration from our customers.
2017-02-11T21:33:30+00:00