What to do When the Problem Extends Beyond the First Call

Customer Service Training Resource
August 30, 2012 — 1,455 views  
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Ideally, customer service representatives would like to handle the customer and solve all of his or her issues on the first call. Interactive voice response (IVR) systems are designed to ease the processes of problem resolution, with a fully-automated procedure for getting customers what they want. Additionally, well-trained client support staff are positioned to dispense a wealth of problem-solving information. However, in scenarios when problems extend beyond the first call, follow-up queries are usually expected. Here are some tips on best practices for customer service representatives on how to deal with second calls effectively.

According to Multichannel Merchant, the most important step to second-call resolution is to decide how to identify the repeat caller. Admittedly, this is often easier said than done. Sometimes, first-call resolution clients can be difficult to identify, due to dropped calls and other technological factors. The best possible solution is to implement an option in the IVR system that allows callers to identify if they are calling for the first time or not. By identifying second callers immediately, these perturbed clients can be directed to the proper associates. Leading clients with specific problems to the best avenues for dealing with them is the bedrock of customer service.

Once this system of identifying repeat callers has been established, companies can implement a specific and clear process for how to handle the repeat caller. For instance, determining which agents are best-equipped to handle second-time customers is essential. Instead of using the same team of customer service representatives, companies should establish a unit that is specifically tasked with dealing with these issues. Additionally, some companies may choose to place the utmost priority on these calls. Finally, equipping and empowering associates to provide quick resolutions should be a top priority for companies. Whether through increased training or better technology such as smart desktop solutions, companies need to put their associates in the best position possible to handle such problems.

According to Call Center Times, implementing an effective second call solution can yield tremendous benefits. Along with a more satisfied customer base, a well-placed second call system can result in lower operational costs, a reduction in customer churn and improved and new revenue opportunities, such as an introduction to up-sell and cross-sell strategies.

Customer Service Training Resource