Photo by Arlington Research on Unsplash It is no longer news that call centres or contact centres have a high attrition rate. A recent survey discovered an average of 42%, while other authorities put it at between 30-45%, with many centres experiencing a much higher figure. Not only is this a problem for the contact centre; it is a challenge … Continue reading Can we resolve the high attrition rates in Contact Centers?
Your Contact Centre is not the Problem, but a Symptom
Photo by Charanjeet Dhiman on Unsplash Contact Centres are often in the news. They receive much bad press, both from customers and company management. There are often complaints of missed and unreturned calls, rude and uncaring agents, ignorance of processes, delayed responses to mails, and many others. The typical response is to drill down to specific cases and … Continue reading Your Contact Centre is not the Problem, but a Symptom
How my Faith helps me serve Customers
Photo by Joyce Busola on Unsplash Since the latter decades of the twentieth century, customer service has become crucial among businesses worldwide. Companies increasingly understand that it is not enough to provide an excellent product. Getting the product across to customers, and the interaction with these customers both during and after the sale, are equally, … Continue reading How my Faith helps me serve Customers
Leading a Call Centre
Photo by Arlington Research on Unsplash Someone recently reached out to me on LinkedIn for advice on taking up a role as a call centre supervisor. Here are a few points I could offer from my limited but growing experience. I hope many others find it helpful. 1. Begin with a clear vision What do … Continue reading Leading a Call Centre
Focus on Value
Some days ago, I had a discussion with Charles Ifedi, a Nigerian technology entrepreneur, on how my organization has managed customer expectations and maintained positive experience during the coronavirus pandemic. Aside from relating how our 28-person call centre has coped at this time, both by working remotely as well as within the office premises, we also … Continue reading Focus on Value
The most vital stat for your Business
Dear Business Owner, You might be worried that your sales volume has plummeted or that the percentage of calls presented and picked in your call centre has declined. Be not dismayed. There's probably one stat you are overlooking. Globally, we are in a time of crisis. With over a million infected and 69,000+ dead, every … Continue reading The most vital stat for your Business
Designing a Customer Service Strategy
A customer service strategy is your roadmap describing how your organization or business will provide excellent service to your customers. While this strategy will be largely driven by your customer service team, it requires company-wide support and adoption. Here we go. 1. Set a compelling vision I'll begin with a vision, which captures the future … Continue reading Designing a Customer Service Strategy
What does an editor do?
We often think of editors as just a tribe of grammar police. Well, that is a part of the work, but it's not all. Picture this scenario. An upscale restaurant promises to provide an exciting experience for its customers. The business assures them that the food is superb, the service excellent, and the environment relaxing. … Continue reading What does an editor do?
Thanks for the Feedback
Feedback is not a ritual, though it often becomes that with many businesses. It is an avenue for getting to understand exactly what your customers think about you and your business. Here are a few points to note on getting feedback from your customers. 1. Make it frequent. Instead of requesting feedback quarterly, try getting … Continue reading Thanks for the Feedback
Demystifying the Irate Customer
Many customer service training programmes typically have a section on 'How to handle an irate customer'. This is an angry, frustrated, hair-pulling, glass-shattering, verbally abusive, individual who has interacted with your business and is deeply upset about the experience. Such a person, it is understood, requires a different approach than the sweet and peaceful customer. … Continue reading Demystifying the Irate Customer