We all deal with tons of measurable KPIs in our centers and sometimes don’t even realize that we torment and expect our agents to balance the long list of these metrics. I admit I, too, have added metrics to make it look more “educated” and smart.
I’m not saying we should forget about measuring our agents but let’s all go back to the basics. A consumer’s experience reminded me that we only need to follow 3 simple rules in our centers to deliver good, if not excellent customer service.
Rule 1: When an IVR is installed, make sure it is robust, to capture customer data before reaching an agent. Remember to make it easier for them to reach a human being as well.
Rule 2: Know your customer and their data, even before answering the phone. The experience will be quick and painless for both parties.
Rule 3: Be knowledgeable and care enough to provide solutions during the first transaction.
That’s it. Let’s make things easier…for everybody’s sake.
The simple things tend to be the most profound, and memorable. Lots of rules lead to lots of confusion, this cuts to the chase. I love the simple tools - like asking someone,"How can we make your next interaction with us even better than this one?" - a simple question that makes it easy and comfortable for the customer to offer valuable information you can use. Thanks for blog post.
Posted by: Marilyn Suttle, coauthor of Who's Your Gladys? | May 24, 2009 1:32 PM | Permalink to Comment