Agile or Clumsy: How Does Your Contact Center Rank?

“The ultimate value of service considers the customer’s time,” he said. Bottom line: Getting customers on and off the phone quickly, with orders taken completely or problems fully (or nearly) resolved, makes customers happier while keeping your call-center costs down.

Agile Contact-Center Design

• Focus on average customer time investment — the amount of time it takes a customer to complete a transaction.
• Logical and simple menus for call-center reps.
• Automated greetings are used, but it’s the individual rep answering the call whose voice is used. When a call is routed to a particular rep, that rep’s recorded greeting gets played. “This buys you time to get the customer’s information on your screen,” Minnucci pointed out.

Clumsy Contact-Center Design