Multiple Channel
Multiple Channel Management
The modern contact centre is faced with the pressure of communicating with customers using all available channels, telephone, post, email, web, sms. But are these contact centres proactively managing the quality of the responses across these channels or are they simply reacting to these enquiries in an uncontrolled manner. Many call centres are struggling to maintain consistent levels of performance across these channels, in particular giving the trend of rising contacts. The effect of this is that the customer experience is undermined, caused by them experiencing difficulties getting through to your operation, or when they do get through not receiving a timely response. The impact of this could be loss of business and potential damage to your reputation. Call centres have tried to counteract this in the pass by putting more pressure on agents or by increasing headcount.
How are these contacts to be treated given that they are all important or are they?
Clearly there is a need to manage contacts regardless of the channel, but some contact would be regarded as of no value or generated as a result of some kind of failure for example requests for clarification, progress chasing or requests to correct errors.
Our approach would be to:-
- Know what's happening to overall levels of contact.
- Understand what contact has value to you and to your customers - and what doesn't.
- Measure the extent of no value contact and understand what triggers it and what the root causes are.
- Develop a strategy for addressing the root causes.
If you're are interested in finding out more about how Synergy Organisational Solutions can help to simplify your channel strategy, then please contact enquiries@synergyorganisation.com