Customer service A good process for a call center
This is how I see a good call center being operated:

a) Have separate numbers of sales and technical support.

b) Have only 1 level of filtering - for different categories of products

c) Get a staff to answer the phone immediately. Each call should be limited to 5 minutes. If the staff cannot provide the answer immediately, the staff will get another person to call back later with the answer.

d) There is no need to verify the customer for general enquiry.

e) For account specific enquiry, one level of verification is sufficient. It is unlikely that an unauthorised person knows the account number and wishes to impersonate the customer. Even if this happens, the harm is likely to be small.

By following the above steps, the quality of service to the customer will improve tremendously. It will save time for the staff processing the customer requests. 

Tan Kin Lian





 

Add Comment

---