Consumers want their issues to be resolved quickly and efficiently. They expect the call centre representatives to have the knowledge and tools to quickly diagnose and fix their problem. With that in mind this session will address the core pillars of customer complaint escalation efficiency. The areas we’ll dive into are:

· Empathy and Response Times: How can we ensure consumers feel understood and valued and that their experience is personalized in a short amount of time? Consumers want the call centre representative to take the time to listen to their concerns so they feel heard, valued and cared for

· Language and Tone of Voice: Consumers want to be able to communicate effectively with the call centre representative. They expect the representative to be fluent in their native language and to be able to communicate clearly with a high level of professionalism and politeness whilst having the most accurate information at their finger tips

· Having a strong escalation process: Allows customer service representatives to escalate customer issues quickly and effectively to the appropriate team or supervisor, ensuring that problems are resolved in a timely manner.

· Follow-up: Consumers want to be sure that their issues are resolved and that the company is taking steps to prevent similar issues from occurring in the future. They expect the company to follow up with them after the call to ensure that their problem has been resolved to their satisfaction.

Organisations can be plagued with siloed data, leading to poor decisions and inconsistent processes. When teams are unable to share customer data cross-departmentally, it weakens the CX strategy and ability to provide visibility, connectivity, and responsibility for the entire end-to-end customer journey. Organisations need to have a clear plan to consolidate and connect customer data across the business.

This session will address the steps needed to support a strategy to change business process operations for the better.

• How are you gaining insight and understanding of the customer’s journey? What customer feedback, qualitative and quantitative research do you have to support your understanding?
• How do you know if your data is accurate, up-to-date, and complete?
• Integrating different sources of customer data within an organization to provide a single version of the truth

A collaborative culture is necessary as various departments across the organization are involved in delivering the end-to-end customer journey. Upmost importance should be put on organizations to have effective collaboration between different business units that are customer touchpoints, including visibility of the entire customer lifetime journey, as well as specific event journeys.

This session will address:

• Discussing the importance of collaboration between the different business units
• Cross-departmental accountability: Are the technology teams implementing the platforms working in close collaboration with the customer support teams to have a very good understanding of not just the customer needs but also how the customer-facing staff are using the technology?
• The integration of the different technology platforms deployed in creating connected customer journeys

Contact centre jobs can be demanding and may not be as well-regarded as other career options, which can lead to high turnover rates among employees. Contact Centres are notorious for high call volumes and customers expect call centre representatives to have the knowledge and expertise to handle all customer inquiries and troubleshoot technical issues. With that in mind, it’s imperative organisations invest in their staff and equip their employees with the tools needed.

This session will discuss: 

· Providing comprehensive training to customer service representatives: Ensuring that customer service representatives are well-trained and equipped with the knowledge and skills to handle customer inquiries and complaints effectively to help them resolve problems quickly and effectively.

· Creating a culture that empowers customer service representatives: Providing customer service representatives with the autonomy to make decisions and resolve customer issues can help them act quickly and effectively.

· Providing a quality monitoring program: Implementing a quality monitoring program to evaluate agents' performance, can help to identify areas of improvement and ensure that customer service representatives are providing a high-quality service.

Matt Penman

General Manager Customer Service
Auto & General

See Bio