Imagine a situation where food has been ordered, the delivery boy delivers the food and asks the customer whether or not, he/she enjoyed the food. Yes, certainly the customer would not be in a position to answer the question since he/she has not even tasted the food. At the most the customer can comment upon the packaging of the food or delivery time or the way the food was served. But that would certainly not help the company understand whether the food supplied to the customer was up to his taste and met his expectations.
A similar practice of instant feedback is followed by a lot of contact centers. Most call center executives finish their calls before transferring the call for the automated service quality audit questionnaire by asking whether they could resolve the customer’s problem completely. Though the question is not wrong, but the timing of the question is surely wrong. In fact, the company should know and understand whether their service executives could effectively manage their customers’ requirements and handle all their problems.
The question doesn’t serve the company’s purpose because the customer is unsure of whether the problem has been resolved or not. The customer needs to hang up and get things done to realize whether the problem has been resolved or not.
How can a Call Center correct this mistake?
Well, the experts in the field of telesales suggest different ways to understand whether a customer’s problem is resolved completely or not. Primarily, it is very important to understand that why did the customer face such an issue, in the first place? If this question can be answered, the call center needs to resolve the issue as soon as possible. This would reduce the efforts of both the customer and the call center (the effort of customer service executive, who would handle the aggrieved customer and his/her fury).
The call center and it’s executives need to allow for a certain time period during which, if the customer doesn’t call back again for the same issue, only then the customer complaint can be closed, and it can be realized that the customer’s complaint has been resolved fully.