Social Media for Call Centers: “Your Call Is Important To Us”. Really?

Posted by channelship under Social Media
From http://www.channelship.ie 4614 days ago

How many times do we ring 0800 lines and while we battle through the 56 options provided, at some point we hear the glorious Your call is important to us... bla, bla bla? How many take this seriously? If you really mean it though, here're three basic steps:

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Comments

Written by channelship
4568 days ago

I agree, the elderly will definitely call but there's a big segment that's more likely online and with high chances that we could serve them through that channel. If that's so, then Management can make a very wise call and arrange for social media training and hopefully work on a long-term plan where they can clearly yield tangible results.

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Written by businessavante
4615 days ago

Good tips for call center analytics, Fred. Ultimately, I'd say the main thing is how well the operators are trained, and that there are enough of them to handle the queue. The automated menu system is only going to cause headaches - and suggesting people go to the website is a double-whammy because most people who Have computers would do that first, then call - the elderly will call w/no thought of going online, and w/no computer access. (I know it bugged the heck out of me to be told that when I had no access just over a year ago.)

Duncan

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