22.06.09
Empowering call centre employees with knowledge and responsibility can help improve customer retention rates, on expert has claimed.
Writing for Call Centre Helper, Carolyn Blunt, a contact centre development professional with Real Results Training, said all firms should consider whether staff are given enough freedom to effectively resolve customer enquiries.
She commented that nothing will frustrate a customer more than being told they need to wait a number of days for a
communication manager to return from holiday before their issue can be resolved.
"True empowerment means that your staff are given the means to carry out what they think necessary to keep their customer satisfied," Ms Blunt added.
Altitude Software claimed last year that its clients always see first call resolution (FCR) rates as being a
customer service priority.
Mark Lepko, president for Altitude in North America, said that in order to obtain high rates of FCR, "it is mandatory to invest in cost-effective, state-of-the-art solutions that improve the costumer care service at both the reactive and the proactive level".
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