Improving Customer Service Chapel Hill NC

How well do you look after your customers. Most companies probably think they do a good job, but the addition of technology into large, national call centers has caused many organizations to focus on technology solutions as opposed to people solutions.

Local Companies

Wired Triangle
(919) 403-7400
3937 Saint Marks RD
Durham, NC
Designhammer Media Group
(919) 544-0086
1912 E Nc Highway 54
Durham, NC
Triangle Webnet
(919) 313-6200
5726 Fayetteville Rd
Durham, NC
BBS Consultants Inc
(919) 477-5503
3215 Guess RD
Durham, NC
Sourcekit Software
(919) 286-3456
706 9th St
Durham, NC
Banfield The Pet Hospital
(919) 620-8142
1720 N Pointe DR
Durham, NC
Fire Stream Media
(919) 683-1100
305 E Chapel Hill St
Durham, NC
Intrex Internet Services
(919) 406-1578
200 Park Office Dr
Durham, NC
American Data Technology Inc
(919) 544-4101
4512 S Miami Blvd
Durham, NC
Propellor Interactive Design
(919) 544-7750
2314 S Miami Blvd
Durham, NC

1. If your call center uses a feature where a customer can leave a number where they can be reached by the next available customer service representative, turn it off and hire more customer service representatives.

2. A call center manager must rely on technology to track important statistics like the amount of time a customer waits on hold. Any time greater than one minute should be considered to be inadequate. By monitoring these statistics, priority can be given to improving staffing levels.

3. If your first point of contact with your customer is having a recorded message telling them how important their call is, you may want to look at changing the message. If their call was important, it would be immediately answered by a real person - not a computer.

4. If your marketing team suggests that a marketing campagne should be created around a "focus" or "commitment" to customer service, laugh at them and tell them they should take the marketing money allocated for that campagne and spend it on actually improving customer service.

5. Here's a great idea. If your company sends invoices or bills to your customers, reduce the amount of calls to the call center by simplifying the bills. Bills that are too confusing are a leading cause of calls into a busy call center.

6. Make your executives and managers spend a day in the seat of a customer service representative. Give them a good idea of the challenges that are faced by your front-line workers.

Author:Jim Rutherford


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Featured Local Company

Wired Triangle

(919) 403-7400
3937 Saint Marks RD
Durham, NC