Today, retention of customers and customer satisfaction is critical to keep servicing clients. When a center consistently fight fires all the time and managers fail to sit down and look at their processes, they will lose their clients, sooner or later.
The big players in the industry will start walking out the door when they see that operations can’t even fix a simple task such as right scheduling or staffing. When a supervisor starts neglecting their agents, you will see attrition numbers go up, quality dropping and complaints increase. If management starts asking trainees to take calls when they shouldn’t be doing so, you expect first call resolution to fail and you eventually lose the business altogether.
I call out to managers and directors out there to step back and look at the bigger picture (as you should). Don’t react but plan more effectively. When you implement operational processes, always think how this will affect customer satisfaction.
Example 1: When you look at your queue and see that there calls waiting, think ahead and calculate your headcount, those on break and possible resources to ensure you don’t abandon any calls. If a businessman is one of your customers, you are most likely to lose that customer or receive a complaint.
Example 2: Asking the support group to take calls when you have a heavy queue might help answer your calls but you are delaying the improvement of your workforce. A domino effect will happen and has greater impact to customer satisfaction.
There are more scenarios out there to prove my point. Care to share?
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