VIDA Management Consultants

Specializing in Customer Interaction

Home | About Us | Services | Ideas & Insights | Contact Us

Call Handling

Areas we look at include:

Message content. Is it clear, concise, relevant, and complete? Does it represent the company's overall image?

Consistency. Are scripts and call guidelines used? Are they effective? Do they cover all call types? Are they adhered to?

Agent skills. Voice and communications skills; personality; knowledge; competency in using tools and applications.

Call tracking. Are calls properly identified? Are call types and dispositions captured and used by management?

Information capture. Is the information captured accurate, relevant, and used? Is the "Voice Of the Customer" captured?

Outcomes. Are the desired outcomes achieved? Are business goals and call center objectives supported?  Are the customers satisfied?

 

Typical outcomes include:

Develop call scripts/guidelines that reduce talk time and improve first call resolution.

Decrease call volumes by identifying root causes and having the appropriate departments fix problems that negatively impact customers, or are costly to the company.

Improve customer satisfaction and loyalty by improving agent performance through effective coaching of how to handle specific call types and situations.

Identify opportunities to strengthen customer relationships such as improving relationship continuity.

Align call handling to business goals and call center objectives.