In this series we will look at some useful tips for contact centre management, as seen by our work in the Australian contact centre industry. They are not presented in any particular order.
This article is the fifth of nine articles in the series.
Do other areas of your business know what you do and how well you do it? Really? They know you help customers or sell stuff over the phone, but do they realise how much you sell, or how many customers you help that would otherwise be calling them? I bet they don’t.
If you have a company newsletter – use it. If you don’t, create your own newsletter to tell people about what you do. Not in detail – it won’t be read. Just a few key metrics, examples:
- Did you know that the contact centre made xxx sales totalling $yyy,yyy.yy this month?
- Did you know we helped zzz customers with an average NPS/Customer Satisfaction score of aa?
- Of the bbb calls we received this month, only cc% required escalation to another department for resolution – thus removing a significant amount of work from these departments.
The home page of the company intranet is also a great place to advertise the successes of the contact centre. You can also publish complimentary emails from customers to reinforce the positive customer satisfaction scores.
It is important that contact centres demonstrate their value to all parts of the business – thus generating interest and respect for the valuable work they do.
For more information please email firstname.lastname@example.org or call +61 3 8648 6577.
All previous articles are available on our web site – www.ccaction.com.au
Next article – Celebrate Success