In Crimson’s recent white paper ‘Unified Service Desk: How Retailers Can Ensure Seamless Customer Care’, we argue that retail companies should raise the expectations, standards, and working conditions for call centre staff.
We believe that making improvements to the call centre software that staff use, the data they handle, and the training they receive can have a hugely beneficial impact on both customers and the company.
At present call centres have one of the highest staff turnover rates of any profession. It currently stands at a 24% staff turnover rate per year and that figure is rising. Caused by often dehumanised conditions, customer dissatisfaction, and inadequate technology, many call operators quickly become agitated and leave these roles.
As our Operational Director, Simon Chave, always says: “100% first call resolution is the Holy Grail for retail companies”. This is true because is it means that the customer’s enquiry is dealt with quickly, the service desk worker believes they have done a thorough and efficient job, and the company as resolved an issue for the lowest cost to call centre.
So, what processes and technology does a retail company have to put in place to create an environment where 100% first call resolution is achievable?