Instant Customer Feedback
September 11, 2007
Answering Missed Call
September 5, 2007
Qala, an Internet Service Provider did something right today which too often many call cantres failed to do – They Replied to a missed call.
Although, I wasn’t delighted with the fact that I cannot get through at the first attempt. Calling back prevents me from being extremely irritated and willing to give the company the benefit of doubt. But then its up to them to ensure that there is enough numbers manning the phone booths to ensure a quick reply whenever I call.
There are many call centres in Singapore which I cannot get through or got lost in the myrid of automated messages depending on which buttons I pressed. The feeling ranged from being irritated to pure anger for almost every call centres in Singapore which I’d called. M1 (MobileOne, a Cellphone company and mobile service provider) is the only call centre which I still cannot pick a bone with. Their response rate has always been excellent. Their staff know what they are doing and saying. M1, for all their kicking loyal customers in their teeth have a call centre which others should emulate.
How to improve a call centre
1. A Call Centre should never be understaffed.
2. Automated Button should only be 1 Level with 5 Buttons to press with the first 4 buttons having automated messages for the most common enquiries and the 5th transferring to a call operator who will transfer the call to the right party upon picking up the call.
3. There should be at most 3 divisions or cells of support officers. The customer hates having to be switched from one cell to other or having to press button after button to reach the right cell.
4. A Phone call should never end with “I am sorry but we are busy, please call again later”. When is “Later?” Instead the customer should be asked to leave a phone number and be notified that they will be contacted within 30 minutes.
5. The different call cells should be encouraged to help the other if one is swamped with calls and the other has excess capacity
6. Call centres workers are often poor motivated and will skimp on the details and are often happy when they do not have to deal with as many calls as possible. Provide incentives for them to improve service standards. Pay them bonus based on customer satisfaction, volumes of sales generated or problem solved. Encourage them to take matter into their own hands and solve it on their own, it will give them greater job satisfation.
7. Call Centres Managers from top to middle should spend at least 1 hour a day doing what the call centres support officers and operators are doing. This is crucial in gathering feedback from customers and to set a good example for their staff.
