2.Segmentiruyte types of calls. People call into your call center for a variety of reasons. However, all calls can be easily divided into 5-6 categories, each of which needs its own sequence of actions. On vskidku can be divided in this way calls: advice on goods, advice on availability, advice on product, not your range ("where do I buy a rubber hot water bottle?") advice "how to get to," etc. Prescribe response patterns and …: 3.Dayte each 'line' own patterns of answers to phone calls and actions.
The problem First line – the distribution of calls to other lines and answers to simple questions (how to get there, time and the like). For qualitative work of this group of employees is only two or three algorithms, the remaining answers should be translated "on purpose". The second line help desk to solve specific problem: the explanation of product features, advice on the selection of products to-wear, on the availability and cost positions. Canned Responses must be built so that more than 85% of calls were completed in the first two stages. The objectives of the third line – analysis of complex cases, work with claims returns, especially in conflict with customers.
Work on the pattern at this level is almost impossible, so this category should work highly trained specialists. 4.Kontroliruyte their employees. Control of call-center must be continuous, rigid and permanent. Feature of reference services is that communication with the customer occurs at a one, and it is difficult to assess from the outside.
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