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Achieve service excellence in your call centre by following our 3 easy steps. Learn how simple changes to your priorities can result in big improvements to customer service. Reduce customer frustration, complaints and failure demand. Call centre service excellence is achievable!
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3 Easy steps to CALL CENTRE
Service Excellence
By OEE
Call centres can be very FRUSTRATING!
Customers have come to expect
DELAYS DISTRESS
DISAPPOINTMENT
0% 20% 40% 60%
STAFF LACKING KNOWLEDGE
STANDARD RESPONSES TO PROBLEMS
RUDE STAFF
LONG QUEUES
ANNOYING HOLD MUSIC
BEING PASSED AROUND
INAPPROPRIATE SELLING
AUTOMATED PHONE SYSTEMS
40%
44%
48%
50%
52%
53%
54%
56%
Top customer service irritations WHICH SURVEY 2013
85% of consumers are dissatisfied with their phone experience GARTNER
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It’s time to lead the pack to BETTER SERVICE
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Follow our 3 step guide to CALL CENTRE
Service Excellence
By OEE
CUSTOMER
requirements come first
1
Really UNDERSTAND your customers’ needs
Aim to minimise the customer’s
EFFORT to interact with you
of customers who experienced low effort to receive the service became repeat customers
of customers who experienced high effort to receive the service became repeat customers
CUSTOMER CONTACT COUNCIL
But only
Aspire to resolve 100% of CUSTOMER QUERIES
at first point of contact
According to consumers, customer service agents failed to answer their questions 50% of the time. HARRIS INTERACTIVE
Transferring the customer
ELSEWHERE is not 1st touch resolution
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TARGET AND MEASURE staff on fulfilling customers’ needs
EFFECTIVENESS
before efficiency
2 ABC
EFFECTIVENESS = doing the right thing
EFFICIENCY = minimising costs
Excessive focus on efficiency
INCREASES total cost to serve
Ineffective call centres LOSE CUSTOMERS
In 2011, 67% of customers hung up the phone out of frustration that they could not talk to a real person. CONSUMER REPORTS SURVEY
Ineffective call centres make EXTRA WORK for themselves
1ST TOUCH RESOLUTION ELIMINATES:
Hand-offs Follow up calls Progress chasing Complaints
Targeting CALL DURATION
inhibits 1st touch resolution
Identify things that prevent 1st touch resolution & KNOCK THEM DOWN
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RECRUIT the right people
3 DEF
Competent staff ADD VALUE
not cost
As simple work is
AUTOMATED staff need to be MORE capable
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Low cost staff INCREASE
total cost
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Recruiting interested capable staff will reduce
STAFF TURNOVER
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The real cost of replacing staff can be over
100% of their salary
SUPPORT CENTRE UNIVERSITY
ESSENTIAL CAPABILITIES:
Listening Diagnosis Empathy Solution building Use of technology
Provide staff with a FRAMEWORK FOR CALLS
not a straight-jacket
Continually develop capability through
COACHING
Our 3 steps to CALL CENTRE
Service Excellence
CUSTOMER
requirements come first
1
RECRUIT the right people
3 DEF
EFFECTIVENESS
before efficiency
2 ABC
OEE unlocking your full potential
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