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.
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