This white paper has been produced for the Call Centre Helper webinar of the same name, sponsored by NewVoiceMedia. The paper is a subset of a broader topic and practices under the banner of “The Best Service Is No Service”. This best selling business book was written by 2 of my colleagues Bill Price (US) and David Jaffe (Aus) and the title is based on Bill’s philosophy which he implemented as first SVP of Customer Services at Amazon.com.
The approach has now been proven in many different industries and businesses, demonstrating clearly that better customer experience results in considerably lower costs.
The start point of this paper is 3 simple things to focus on, namely:
- Make useful what you have already by bringing the right information to the decisions to be made.
- Present the cost of not acting because people act on the risk to them, not on common sense.
- Be clear that the contact centre cannot stop contact. Engage outwards rather than managing within the contact centre.