Interdepartmental communications to resolve customer issues and provide business intelligence

Internal Communications

The call center presents a unique opportunity to gather first hand knowledge and feedback from customers.

Customer feedback from complaints, as well as customer insights from call center interactions, need to be communicated with other departments to help resolve customer issues and provide business intelligence in the voice of the customer.

Oftentimes, the complaints and issues that the call center “resolves” originate in other departments. The call center may be responsible for “taking care” of the problem, but if the root cause is not addressed, problem calls will continue and customer experience will not improve.

VIDA Management Consultants can help improve the call center’s interdepartmental communications by:

Developing a complaint management system to capture and categorize customer problems
Developing reporting mechanisms to categorize complaints that other departments can use for process improvements
Developing reporting mechanisms to gather information that adds to a customer’s profile

1209 N. Lakeview Drive, Palatine, Illinois 60067 • vidaconsultants.com • (847) 991-0028

Interdepartmental Communications

Internal Communications