Service/Contact center management is one of the complex
environments to deal with while working on the strategy. This become even more
complex when dealing with financial institutions. The number of systems
involved financial organization makes it even more difficult. While
organizations focus more on the strategies of sub-systems most of the times it
addresses the “What” part of the system. It most of the times does not
addresses the “Why” the customer contacted for service.
In simple terms, you plot what customers say they want when they contact you on a simple 2-by-2 grid with the customer on one axis, the company on the other.
In the quadrant of irritant/irritant are the dumb things to stop. For example, “where’s my stuff?”.
In the value/value quadrant are things to resource fully with smart people who have more time now they have fewer dumb things to handle. For example “Can I have an overdraft?”, an opportunity to offer loans, alternative accounts or rates.
It is important to identify why customers had to contact in the customers’ words.
reference : http://www.callcentrehelper.com
In simple terms, you plot what customers say they want when they contact you on a simple 2-by-2 grid with the customer on one axis, the company on the other.
In the quadrant of irritant/irritant are the dumb things to stop. For example, “where’s my stuff?”.
In the value/value quadrant are things to resource fully with smart people who have more time now they have fewer dumb things to handle. For example “Can I have an overdraft?”, an opportunity to offer loans, alternative accounts or rates.
It is important to identify why customers had to contact in the customers’ words.
No comments:
Post a Comment