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What call centres can learn from Mystery Shopping
Mon 12 March 2007
For many of us the humble phone is used for the only contact we have with organisations and we spend £100s, £1,000’s or even (in the case of a bank or building society) £100,000’s throughout our customer lifecycle.
Why is it then, for many businesses, call centre customer service is never what we expect? Too often we end up communicating with automated lines, off-shore contractors and outsourced companies that seem to have little understanding of the needs of valued customers.
Studies have shown that customer perception of the service provided on the phone is weighted 55% on the outcome, just 7% on what is said, and 38% of how it is said. Easily understandable, efficient, knowledgeable, polite and thoughtful; these are all characteristics that call centre managers should look for in staff as they are characteristics that customers look for in good call centre staff. Almost anyone can act the part in an interview, but after a few weeks or months many will fail to maintain high levels of customer service. Additionally, many of these failing staff go unnoticed for long periods of time, as it can be very difficult to monitor and measure every call centre employee’s performance.
Click here to download the full article
Why is it then, for many businesses, call centre customer service is never what we expect? Too often we end up communicating with automated lines, off-shore contractors and outsourced companies that seem to have little understanding of the needs of valued customers.
Studies have shown that customer perception of the service provided on the phone is weighted 55% on the outcome, just 7% on what is said, and 38% of how it is said. Easily understandable, efficient, knowledgeable, polite and thoughtful; these are all characteristics that call centre managers should look for in staff as they are characteristics that customers look for in good call centre staff. Almost anyone can act the part in an interview, but after a few weeks or months many will fail to maintain high levels of customer service. Additionally, many of these failing staff go unnoticed for long periods of time, as it can be very difficult to monitor and measure every call centre employee’s performance.
Click here to download the full article
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