By Rosanne D'Ausilio
Get up Your name heart: Humanize Your interplay Hub discusses such call-center issues as e-commerce, ER within the name heart, and handling place of work clash and technical aid employees. The fourth variation is multiplied and contains the learning significant, self-service, and primary name answer. It additionally has up to date statistics and extended references.
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Get up Your name middle: Humanize Your interplay Hub discusses such call-center themes as e-commerce, ER within the name middle, and handling office clash and technical help employees. The fourth variation is extended and contains the educational crucial, self-service, and primary name answer. It additionally has up to date facts and extended references.
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Additional info for Wake Up Your Call Center: Humanize Your Interaction Hub (4th Ed.)
No Power The cards you hold in the game of life mean very little—it’s the way you play them that counts. The idea of all-in-one service is to handle the customer so well that a second call is unnecessary and nobody’s feathers get ruffled. However, when you lack the authority to be flexible with a customer, callbacks are inevitable—your hands are tied. To provide all-in-one-call service, you must have authority to override policy. For example, if a customer wants to return something beyond the allotted return time, do you have the authority to extend the terms of the return?
Note that the southwestern workforce appears to be somewhat more stable than its southeastern and northwestern counterparts (“The Purdue Page”). As you can see, the northeast and the northwest have the highest rates in the nation. Turnover Rates by Region 35 31% 30 27% 26% 26% 22% 25 20 15 10 5 0 NE NW S SW C Source: Minimizing Agent Turnover, Anton Press The next chart shows turnover by business segments. Turnover by Business Segments Shown in Percentages 0 Credit Card Automotive Financial Consumer Insurance Catalog Hardware Utilities Software Healthcare 10 20 30 40 50 60 20 WAKE UP YOUR CALL CENTER And what does it cost to bring on a new CSR?
Number of Calls Monitored per Month per Agent 35 30 % of Agents 25 20 15 10 5 0 One 2–3 4–5 6–7 8–9 Source: ICMI/ACNielsen Study, 2002 10+ The Training Imperative 39 Companies that provide multi-channel service are not monitoring all channels. All participants in the Ascent Group Study monitor phone calls, yet only 40% monitor email, 26% data entry and keystrokes, 15% monitor letters, and 11% monitor faxes. Multi-Channel Service Monitoring 120% 100% 80% 60% 40% 20% 0% Phone Email Data Entry Letters Faxes Source: The Ascent Group 2003 Survey Another study said that ◆ 4 out of 10 centers monitor email responses ◆ 1 in 6 monitor fax responses ◆ 1 in 14 monitor web text chat sessions.
Wake Up Your Call Center: Humanize Your Interaction Hub (4th Ed.) by Rosanne D'Ausilio