In the past, calls were made at the hotline never groundless or out of boredom. Often, the average 10,000 service requests we process per day are already a problem in the customer service process. The service requests range from technical questions to rental cost accounting. If products were perfect and not required to explain, invoices were always clearly, clearly and intelligibly formulated, this would be the death of every call center.
But even that has complexity of life increased over the past decades and is expected to be in the future in spite of highly professional support services plenty of room for “mistake” or ambiguities. Products are increasingly individualized and tailored to the consumer – a point which we must not ignore. Anyone who has benefited from the “range of services” offered by a telecommunication provider, an airline or an energy supplier over the past few weeks will ultimately have been glad to have received the necessary assistance and support in discussion with a service employee.
Call centers are subject to market changes and have to, as the economy adjust to the new circumstances. In addition to concentrating on more complex issues and individualized products, the call center must be able to communicate any way, be it e-mail, phone, fax, chat , or for example, social media , map and capture. While the simplest things can be handled completely by applications and self-service, the expectations of the customer service, which can not be covered by apps or self-service, are rising. What is decisive is: regardless of the respective communication channel, the success of the service decides on the subsequent value added.
The processing of a service request via chat and co-browsing can not in Average Handling Time (AHT) carried three minutes. In many conversations and tests with our contractors and interested parties, a less favorable ROI than in telephone calls was rarely achieved. The special skills of trained staff form the basis in. We have long been working with specialists who understand their craft in written processing or communication via social media.
Call centers must adapt to new technological and cultural changes, many of which are due to the success and spread of the social media. Create it the call center to deal with this, support services to offer and manage Web and in social, to observe the changes on the customer side and at the same time the change process in advance within the company.
