Profit Works | Professional service
Profit Works
Phone: 1300 138 942
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25.01.2022 Stay tuned for our series of daily tips and tricks for Call Centre Success. Next Series: Reducing Repeat Contacts!
23.01.2022 - 10 Tips to Reduce Repeat Contacts in Your Call Centre - #3 Ensure Agents Understand the Difference Between ‘Transaction’ and ‘Resolution’ Ensure your agents are actually taking the time to understand and resolve your customers’ issues and not just viewing them as transactions. Agents need to take ownership of each customer issue and always be aiming for FCR (First Contact Resolution) ... Stayed tuned for Tip #4!
23.01.2022 Do you want to create unique customer experiences for each and every customer, every time they call into your call centre? Find out how to WOW your customers by using technology in our latest blog. Read It Now.
21.01.2022 - 10 Tips to Reduce Repeat Contacts in Your Call Centre - #4 Ensure That Other KPI’s Aren’t Working Against FCR Make sure other KPI’s you have in place, such as restrictive AHT (Average Handling Time) aren’t working against agents achieving FCR (First Contact Resolution)... Stayed tuned for Tip #5!
20.01.2022 - 10 Tips to Reduce Repeat Contacts in Your Call Centre - #10 Train Agents to Educate Customers Promote a culture of education by training your agents to teach your customers about any self-service options available to them. This will help ensure that all customers are fully informed about their options and can avoid a follow up call in the future.
19.01.2022 - 10 Tips to Reduce Repeat Contacts in Your Call Centre - #7 Each Department Needs to Understand the Role They Play in the Customer Journey If internal SLA’s are not aligned, it makes it difficult to deliver on promises made to your customers. Therefore it is crucial that each department understands the role they play in the customer journey. ... Stayed tuned for Tip #8!
16.01.2022 - 10 Tips to Reduce Repeat Contacts in Your Call Centre - #1 Give customers self-service wherever possible to access the updates they require. Give your customers access to as much information as possible on the web. Provide them with the ability to track a request and check updates as often as they like to reduce the number of times they need to call your agents.... Stayed tuned for Tip #2!
15.01.2022 Expanding your business should be an exciting time. Ensuring that all aspects of the business are adequately prepared to handle the growth will allow you to grow with as few hurdles as possible.
13.01.2022 Some motivational wisdom for your Monday morning. - www.profitworks.com.au -
12.01.2022 - 10 Tips to Reduce Repeat Contacts in Your Call Centre - #6 Train Your Agents to Properly Manage Customers’ Expectations A vast number of customer complaints stem from expectations not being managed properly in the first place. Agents need to ensure that their customers understand the process they will be going through on the phone and what will happen after the phone call.... Stayed tuned for Tip #7!
11.01.2022 - 10 Tips to Reduce Repeat Contacts in Your Call Centre - #8 Focus More on the Customer Experience than on the Metrics While metrics are important, the quality of the customer experience is more important. Allow agents the time to fully resolve customers’ issues by taking ownership of each issue and seeing it through to resolution.... Stayed tuned for Tip #9!
06.01.2022 Do you find it hard to continually motivate and increase the productivity of your call centre staff? Check out our latest article to discover the small measures you can take to create some big wins in your call centre.
04.01.2022 - 10 Tips to Reduce Repeat Contacts in Your Call Centre - #9 Monitor Post-Call Survey Results and Follow Up if Necessary If you use post-call surveys, make sure you actually use the results to enhance the customer experience. If you can see that a customer is not fully satisfied and is likely to place a follow up call to your call centre, pre-empt it by getting in touch with the customer as soon as possible through their preferred contact method.... Stayed tuned for Tip #10!
04.01.2022 "The common feature of a charismatic leader is their ability to manipulate their vocal quality in order to convey different types of charisma."
02.01.2022 - 10 Tips to Reduce Repeat Contacts in Your Call Centre - #2 Train Agents to Ask Open Questions Train your agents to start thinking ahead in order to go above and beyond for your customers. Agents need to know how to ask open questions so they are understanding the full picture and are better equipped to fully resolve the customer’s issue.... Stayed tuned for Tip #3!
01.01.2022 - 10 Tips to Reduce Repeat Contacts in Your Call Centre - #5 Focus on Average Answer Time rather than Average Handling Time (AHT) Rather than focusing too heavily on on AHT, start to monitor Average Answer Time, which encourages agents to focus more on the quality of the customer experience ... Stayed tuned for Tip #6!
01.01.2022 Happy Friday! Try and use this weekend to relax and unwind, your body and mind will thank you for it.
