It’s been an interesting week in Call Center news, with various stories showing both the good and bad sides of the industry. Here’s a look at some of them.
Let’s kick it off with a “Usual Suspect.” Comcast (News - Alert) took back the title of “Worst Company in America” in The Consumerist's annual measure of the United States' bad companies, breaking up the chance that Electronic Arts (EA) would land the title for a third straight year. Then a pair of recorded calls to the customer service offices launched a firestorm of negative stories about the company and its apparent lack of interest in taking care of customer needs. But what does all of this have to teach other companies? The evidence of late has been telling. Ryan Block's customer service call, a 20 minute ordeal that produced an eight minute video about the event, showed us that something was potentially very wrong at Comcast. When Tim Davis brought in his own recording of a service call gone wrong, it cemented the issue; once is happenstance, twice is coincidence, but three or more times means something is up, and the launching of an entire subreddit about the issue of Comcast customer service showed that something certainly at least seemed to be up. Add that on to The Consumerist's rankings, and it suggests a big potential problem ahead for Comcast.
But there was a brighter side to the industry as well. In order to reassure your customers that your business will go the extra mile to make them happy, there are a few steps you can take, writer Melissa Warten noted. For one, consider recording the contact information of a customer who gets in touch with your business asking for help. That way, you can tell the customer you will respond once you have an answer, and actually do so. This prevents irritating line transfers between departments, and when you follow through with your promise, your customer’s trust in your business will skyrocket.
Taking that thought to the next logical step, the “employee engagement funnel” may sound like some sort of human resources torture device, but in reality it’s the metaphorical process that companies must urge employees through to attain high employee engagement, Tracey Schelmetic reported. It goes something like this: employees enter the funnel by being offered increased awareness in the form of knowledge and training. They begin engaging by actually performing new tasks (or existing tasks in a new way), they proceed to leadership by encouraging and helping others, and finally, they emerge from the funnel as ambassadors who bring others into the employee engagement funnel. It’s a way to help employees achieve corporate goals by aligning their own personal goals with them and making the connection in the call center.
All in all, a mixed bag of advice to make your call center more efficient. Be sure to check back often for even more updates and advice.