2 results for month: 03/2015
Fixing Call Peaks and Abandonment
Low service levels at peak times is costly for everyone, and doesn't have to be taken for granted. Finding approaches for raising call answer rates, reducing abandonment, and reducing staff stress is possible. Great Outcomes recently worked with Housing NZ Corporation to reduce call peaks, and here's what Julia Wootton, National Manager Contact Centres said about working with us:
"I am really happy with the quality of the analysis you provided. My confidence is a reflection of the level of effort you put into understanding our business so that your recommendations fit within the operating environment and organisational settings, which has ...
Call Resolution Rates
A popular topic with Contact Centre Managers is First Call Resolution, yet many say they are not sure how to measure it or how to gain lasting improvements.
Rather than attempting to estimate your resolution rate by complicated deduction methods such as the number of retries from the same customer per day, it is better to go directly to the customer and ask them; "Has your enquiry been fully resolved today?"
Establishing a post-call survey is less difficult than you think. You don't need to engage another team in your organisation. Why allow your Marketing or Communications team to run customer surveys when your team own the customer experience ...
