From agent answering the customer call to resolving the issues in one setting.
Hello! I want to ensure that I understand the question. Are agents having to call customers back in order to resolve their issues or concerns? If so, I would ask how well-versed are the agents in the business/product? Do you have a knowledge base or ongoing training to help the agents to stay on top of the changes in questions that are being asked and how to resolve certain issues?
I'd love some more information about the timing and reasons behind the timing to make a better recommendation.
1. Train your agents well and often.
2. Reward your agents for solving issues quickly, but mainly for good customer reviews - you don't want the speed affecting quality, which will cause a loss of clients.
3. Analyze the calls to see which issues take the longest and then either train your agents to deal with this issues as best possible, or create a smaller unit of agents who only deal with these issues (which will make them more professional = quicker turn-around times).
4. Ask your agents what would help them improve the speed - they know best + answer some calls yourself, to see what takes the longest and why.
5. If your system supports this, include an option for customers to select a 'call back' within x hours for cases which are less urgent (this will reduce the pressure during the peak hours and allow better service).
I'm happy to help you through the process if you like.
Technology (if you have the technology to do so)
- Gather as much caller data upfront prior to CSR interaction
- Pre-populate the data on the screen for the CSR to see as the call comes in
- If you have highly specialized CSRs, they should be very knowledgeable and kept up to date with training
- If you have CSRs that cover a large depth of data, it is especially important to have a knowledgebase that is very easy to navigate and find the most up to date data
- Reviewing your As-Is process in detail and finding pain points is a great way to see where improvements can be made.
- Using a team of CSRs who can give feedback on their experiences and then act as change agents when you make the adjustments is a helpful way to do this.
If you need more detailed information, please let me know. I have implemented many call center solutions.
There are lots of technology to help with that:
1. Some companies link the phone number with the persons account that way reducing the verification time
2. Also by setting up clear categorisation before the client speaks to an agent, this can help direct customer to the most specialise agent.
3. Tracking the problems - sometimes clients are calling cause there is a problem that needs to be resolved, so by having a great system in place you can improve experience and reduce calls
I dont have much more context to share more