Study: Drop scripts, embrace systems thinking to improve contact centre performance
Posted by Rachel Fielding in Customer experience on Thu, 18/08/2011 - 01:09
Tweet
Forget scripts and call time targets -- giving call centre workers the power to provide customers with a personalised service boosts staff moral as well as the bottom line, a new study has found.
Researchers from Loughborough University studied operations at the VELUX Company Ltd contact centre in Scotland, which uses Systems Thinking Design (STD) to handle customer queries. STD is based on designing organisational systems around customer demand instead of in functional hierarchies.
Contact centre staff manage each customer call from start to finish - in ‘one stop’ - and are empowered to make decisions and contact colleagues and managers across the organisation for specialist information, using conference calls involving the customer.
More...
To read the rest of the article you'll need to register a free MyCustomer.com account
With your free account you'll have access to all the articles, get downloads from our extensive library quickly, receive weekly CRM technology and strategy email bulletins and it only takes a minute to set one up,
click here to register
If you're already a member and have forgotten your details click here for a reminder
- login or register to post comments
- Add to a social bookmarking site
