Drive down customer complaints. Help other departments problem solve.
Contact centres can often be siloed from the rest of the business, focusing on reporting on and improving their internal metrics, such as service level and abandon rate.
In reality, however, a large proportion of complaints come for reasons outside the contact centre’s control, with the likes of badly designed websites, limited or poorly implemented self-service options, delivery enquiries and product issues all aggravating customers to the point of complaint.
Voice of the Customer tools such as surveys and speech or text analytics can help identify these issues by aggregating topics and sentiment across a much wider range than manually listening to calls would allow.
By experiencing and mapping customer journeys first hand, triggers for complaints can also be identified. But remember, the important part is to then prioritise and act on these valuable insights to improve the customer journey.
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This article originally appeared on Call Centre Helper where you can read other experts ways to drive down customer complaints.
Craig is Head of Solution Consulting at IPI. With over two decades of experience in the dynamic world of contact centres, he’s seen the industry evolve, and evolved with it. Craig’s journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.
Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.
