Call Center Forum

susie · Guest

Hi

I am writing a paper on what makes a quality call. I'm interested to hear your views both a customers and as call centre professionals on what a good call actually is.

All contributions welcome!

susie

RajH · Guest

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Raj@HyperQuality.com

Mohammed · Guest

Hi Suzanne,

What type of call would it be, sales? customer service , inbound/ outbound ?or any ?

I think for any customer a quality call is (A) Speaking to the correct person (B) The advisor having the correct information. (C) having your enquire dealt with promptly and not being passed from pillar to post. (D) Most importantly before the call not having to wait in a call queue for 60 minutes like I did last week, since it sets the mood before the call even begins. (E) Delivering what the advisor has promised to the customer!! Meeting customer expectations! (F) Having the option to use self service or email and having the same level of service form other multi media channels!! (Don’t know why allot of contact centre don’t do this since it would reduce cost). (F) Friendly, helpful, enthusiastic advisors.

All of below I believe contributes to a successful call(s)

As a call centre professionals ( having worked as one and being a top performer out of 2000 people) (a) Systems not crashing all the time. (b)Having a decent CRM system with updated customer information. (c) Proper notes form previous advisors. (d) A Good coaching team. (e) Not a big brother environment which and make one nervous before the call even begins. (f) Good Coaching and not beating over the head for under performing. Good team atmosphere (g) Having the right technology in place to make sure that the calls are passed through to the right departments. The correct number of people on at a a shift so the advisors are not run of their feet.

Hope this helps ?

Mohammed