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30 September 2009
Why counting harder, isn’t the answer
London, 30th September, 2009
Budd’s whitepaper explores common and mistaken reactions to problems in a customer facing operational environment and explains why, if you don’t know what’s really causing the problems, the answer is unlikely to be found by counting harder.
The key is to categorise contacts using the language of the customer and to use fewer (but more meaningful) reason codes. This can be quite challenging as one obvious side effect of ‘counting harder’ can be an explosion in the number of contact reason codes used. A new approach to reason codes coupled with easy-to-use tools, like Budd’s Observer tool can help you turn things around by helping you to understand the context and root cause of contacts - and thus eliminate all those unwanted contacts. The result is a win/win for both company and customers.
Gary Ransom at Budd comments:
“The ‘counting harder’ approach can be addictive and ineffectual. However, so much time and effort is expended (and wasted) on collecting and analysing contact centre or customer operations data, it can be very hard to persuade managers to let go - but it is essential if front-line staff are to be freed to focus on customer interactions that add value to your company and improvements on the bottom line”.