Member Since: 14th May 2007
12th Sep 2011
Very valuable inputs.
In my view, the organizations also need to re-look at their productivity benchmarks.
Currently the contact centre productivity is predominantly benchmarked on parametres of TATs, product/ policy knowledge, number of escalations per executive etc.. which hope to improve the customer satisfaction scores.
In times when we want to achieve customer advocacy and not just customer satisfaction. The productivity parametres to include: customer referrals during the call, ability to manage irate customer situations, standardised cross touch point experience etc....
Which actually require the executives to be empowered with custom built skill sets along with the freedom to make certain customer focused decisions.