Connecting call centres

How integrated are your field service department and call centre? With changing customer perceptions of what a customer service department should be able to offer, a seamless solution can really enhance customer satisfaction. A recent article on the Call Centre Focus website looks at the recent history of the call centre from the legacy of unsuccessful attempts to locate overseas to high levels of diagnosis, now achieved by a simple phone call. The benefits of a seamless approach include high customer satisfaction, reduced costs and ability to measure costs and KPIs more effectively. An effective system can provide “an all-embracing and improved diagnostic process, including engineer dispatch. If required parts are available at the time the engineer is dispatched, the repair could be completed in a single visit.” For more about integrating customer service and call centres read the full article at http://www.callcentre.co.uk/page.cfm/Action=library/libID=1/listID=52/libEntryID=4392