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What is the 'Perfect Call' from customer, and contact centre point of view?
If you are looking to provide the 'perfect call', what attributes are you looking for.....as a provider, and a customer??
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6 Answers
A ‘perfect call’ should address the following three needs: emotional, business, and technical. The call should address the emotional needs of the caller, which addresses their emotional state and the way the process information (i.e. their personality style) – this requires a level of emotional maturity on the part of the agent. The call should address the business need or impact of the caller, which requires a perspective of how the caller’s issue is affecting the business. And the call should address the technical need of the caller, which provides a solution to their issue.
Steve,
I would say that from the customer perspective that my demand is fulfilled by the agent that answers my call & I do not have to go through an IVR machine to get to a human being.
From the Agent in the Contact Centre that I have the systems and the knowledge to answer the customer demand.
:Laurence
Laurence,
With regard to the agent side of the call I feel that if they want to deliver the perfect call, they need to go beyond the knowledge of systems and customer demand.....to try to achieve a WOW factor from the customer....and the customer does not want to have the mundane drone of an agent, but to get a service that they feel was above and beyond they're expectations.
Bill.
Bill,
Does any agent get up in the morning and say "right I am going to work today and do a really crap job"?
I don't think so, I believe that agents will always want to do a good job it is the system that they have to work in that doesn't allow them to what the customer requires so that's where the mundane drone might come from.
I think that the customer would get the WOW factor by getting their demand fulfilled by the agent one-stop i.e. completed at the first point of contact. This would also give a lot of satisfaction to the agent as well - like actually helping people!
All too often these days you get passed around the organisation or worst get a gatekeeper that records your demand and then passes it to a back office to complete - usually incorrectly or they require more information requiring a further call.
As long as the WOW factor isn't seen by the organisation as an opportunity to inform you about their other products I agree with you.
Great customer service will give the WOW factor as well as a rewarding job for the Agent it is all down to the design of the system and that's a managment responsibility. So mangers should Work On the Work not the Agent isn't that WOW??? :)
:Laurence
The perfect call is the one which never has to be made.
Lacking that, the near-perfect call is one where the correct phone number to ring is very easily located, and on the first ring the call is picked up by someone with the knowledge and authority to very quickly solve the relevant issue.
A perfect call resolves the customer's issue and makes them feel great about the interaction (customer's view) while taking the least amout of time (contact center's view).
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