When a customer calls your contact centre with regards to a problem they have with one of your products, this can quickly turn into a service problem, unless the caller experience is managed properly. Here are five common areas that may prevent you from turning a negative product experience into a positive service experience:
Turn a negative product experience into a positive service experience and keep customer satisfaction high.
Get callers through to the right person in the relevant department with minimal waiting time. Resolve the customer's issue in the first call or consider channel shifting to minimise the volume of callers, resulting in a reduction of call times and a quicker resolution of issues.