Infographics

High Quality Customer Care: 10 Steps to Call Handling Success

Following the huge impact of the Coronavirus outbreak, businesses have rallied to quickly establish remote-working, using technology to maintain communication, keep employees and customers safe, and ensure business continuity. Whilst technology is helping massively, there are still many challenges to face, depending on the sector and the level of impact.

At a time when every customer contact and prospective enquiry is precious, managing remote workers and fluctuating resources makes it difficult to ensure consistent, high quality, responsive customer care. Whether an existing client reaching out to you with an issue, or a prospective new client wanting to know more about your service, the quality of the response is critical at this time. How brands behave and how they look after their customers in the current crisis will greatly influence how they are perceived as we return to some level of normality.

Handing your customer care to a specialist agency can help mitigate the risk of reputational damage; most agencies have systems and processes that help manage resourcing and productivity levels and ensure consistent best practice across a large team. To help you ensure call handing best practice so that no calls are missed, or opportunities lost whilst your workforce is constrained, we’ve summarised our recommendations in the infographic below.

If you need help managing current call volumes or overflow, or would benefit from proactive outbound calls to stay connected to your customer base in these turbulent times, get in touch today!

Call-Handling-Best-Practice.png

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