In my last article about Pakistani Cellular Help Lines, we had discussed about call center’s ordinary services, complexities, incomplete information and how customers get bad impression by all these elements. Today let’s focus on reasons for these scenarios and some solutions.
Trainings given to customer service representatives are just for the sake of covering duty and completing requirements. Trainers, most of the time, are interested towards the completion of whole training content.
Traditional outcome measurement techniques are being used by all of trainers such as grading or Result outcomes, which can only measure learning level – not the ability to tackle customers in pressure situations.
Such procedures can produce good product knowledge customer service representatives, but all this may not produce good problem solving skills in CSRs. Furthermore, tenure of trainings should be increased to some valid timeline, including special focus on problem solving skills & dealing with complex complaint customers.
Quality Assurance Departments Discrepancies:
Call pulling process must be revised and live quality monitoring tools or business solutions must be used to monitor Customer Service Representatives’ Quality of service. It never ends here, it is just start, further they also need to look up on the consistent CSR discrepancies and refer precautions (like on the job trainings).
Weak Communication Channels:
New product and services are not properly communicated, or no proper training sessions are conducted for new products / services dedicatedly. Like, most of the CSR’s are not familiar with the information and get informed by customers about it and they get confused.
Lack of Creativity & Innovation (Traditionalism)
There is extreme Lack of creativity & innovation in dealing with customers. Like, most of telco’s still believe on the traditional SOP’s for dealing with customer complaints.
There are also other factors like one window operation etc but actually it may increases cost of risk, and other issues for Telco’s. What they need to do is to implement proper business rules and welcome creativity & innovation. I think that day is not far away, when we can see more stability in customer services in Telco’s.