A customer calls in with a question or an issue. Yes, I agree that ultimately, call resolution is what is most important. Industry veterans know that this will ensure the customer doesn’t call back again thus less calls.
Working with different nationalities, this can vary. There are some especially those in the Asia Pacific region who expect friendly agents. Customer Satisfaction scores are neutral even if the issue was resolved. It’s the “how” that will shoot the numbers way up as expected.
I guess my point is that culture still matters. Yes, wherever the person is in the world, I truly believe you can make a customer happy and satisfied. But, learning and understanding how they tick is important. Establishing rapport with the use of the specific words (culturally speaking) will ensure understanding of the solution or options.
Always take note if you are outsourcing or handling multiple accounts, the success of customer satisfaction is studying everything. And of course, do remember to strike a balance between the two. It makes it easier for the callers to be comfortable and makes an agent’s job less stressful.
» Compassion as a productivity tool from CallCenterScript
Many customer service representatives are moved by compassion. They really want to help customers. Give them the chance to do that and you'll have to kick them out at the end of their shift to make them go home. Jam... [Read More]
Tracked on: July 16, 2007 6:40 AM | Permalink to Trackback