Helping Customers Receive Better Service
Your goal is to deliver outstanding customer service any time, any day. But there are days and times when achieving that goal is easier.
Should you share that information with callers that ask? Or offer a few recommendations on the company website or Facebook page? Why not? By doing so you’re not only lightening the workload at peak calling time, you’re also improving the likelihood that every call receives the personal attention and positive experience it deserves.
Yes, the public is more demanding now. They want what they want when they want it. But not everyone is like that, and most will appreciate any help that you are willing to provide.
Think of it this way – the next time you go to the DMV, would you like them to let you know the wait time could be three hours if you arrive at noon, but if you get there by 9am you will be in and out in an hour? Most people would be delighted to know the fastest way to resolve their solution.
How you do this, of course, depends on the calling patterns and hours of operation at your call center. For some business, a warning to avoid Mondays might be in order; but for call centers in the travel industry, Fridays might be busier as couples plan weekend getaways.
If there is a day that is typically lighter in call volume, let customers know. If there’s a time when calls are answered faster, let them know. The first hour of operation may work, unless you have an issue with late-arriving agents.
You might also consider explaining IVR options in advance and in more detail, so customers will know which options to use before the call. Also, let them know what information you’ll likely need for them, so they won’t have to start searching for it after the call is initiated.
Finally, offer other options for finding the information they need – make sure business hours are clearly posted on your website, and that you have a FAQ page that explains common solutions to common problems.
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