I called a major telecoms company recently and during my conversation with an agent overheard a colleague of his talking to a customer. In a busy contact center, unless steps are taken to reduce noise, your customers may be able to hear other conversations going on in the background. This can be distracting and also potentially sensitive discussions may be overheard – I wonder how you would feel if someone overheard your credit card number being read out? Investing in technology to reduce noise and even noise cancelling headsets can help ensure this does not happen. If you don’t know what a customer may hear in the background, just call your center and speak to an agent – listen out for other noises in the background and if they are obvious, do something about it!
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If you have a detailed idea of what type of contacts you have with customers, set about filtering them to the most appropriate team. For example, if you find 20% of your calls are for different departments, offer callers the option of getting directly through to that department using an automated attendant.
Here’s a little idea from a major healthcare company. To help staff in a large contact center get to know each other and have some fun at the same time, have everyone bring in a photo of when they were 5 or under and post the pictures on a wall without adding the names of the people involved. Then run a competition to see who can guess all the people in the photos. At the end of the competition, add the names to every photo. This little idea helps new and old staff alike get to know each other and brings in some good clean fun and humor without costing the center a penny!
With the rapid increase in mobile traffic, we are all aware with the problems of losing the connection when the signal is weak. If you take a call from someone on a cell phone, offer to take their number just in case they lose the signal and get disconnected! Based on discussions we have had with cell users, this is a major frustration with contact centers – if they lose the connection they almost always have to start at the beginning because so few take their number.
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