There are three basic measures that figure in all phone calls made to and from a call center. These are:
all about numbers; the abandoned call rate, how many calls per agent hour and so on,
did the customer have a good experience?
was each interaction maximized to the company's and the customer's benefit?
Consider the following inbound scenario:
You ring your bank. The call is answered immediately. Efficient!
You explain that you are applying for a mortgage, and need copies of your bank statements. The clerk clarifies your request and confirms that the statements will be at your branch later that day for you to pick up, or will be Fedexed to you if need be. Quality!
Missed out on effectiveness. As a bank, they should have maximized the interaction by offering you a mortgage.
For outbound, the same rules apply! Remember...
- Efficient system
- Quality interaction
- Effective transaction
"Of course our rates are best. But go for the sympathy reaction. Tell them that you will lose your job if you don't sell at least two mortgages a day."