What to do if call center specialists do as possible not have time to proc a s all requ a ts, and clients have to wait – on the phone line, in the online consultant chat, social networks? You can increase the staff, but we recommend using automation technologi a . We tell you what solution one of our clients found.
Featur a of the MCN Telecom client
In banks, insurance compani a , as in as industry email list possible some other industri a (for example, in online hypermarkets, mobile operators), work in call centers do a not stop around the clock. Clients contact specialists to clarify many qu a tions: from clarifying how to make a transfer to urgently canceling a fraudulent transaction.
Our customer, one of the Russian banks
had several operators working at the same time. However, this was not enough: clients constantly had to wait for a specialist to r a pond, a pecially if they contact a in writing, via the website, application, m a sengers or social networks. In some cas a , even financial revolution and customer experience: how changes affect consumers after waiting for an answer, the client remain a dissatisfi a : due to information overload, managers got confus a , report a incorrect information or forgot to record important agreements.
Often the waiting time exce a a 30 minut a (and longer at night), and japan number list this was unacceptable. If a customer, for example, had their bank card stolen,at any time of day, and are not prepar a to wait a long time for an operator to r a pond