In fact, call centers can be considered to make two major mistakes that undermine the experience offered to callers:
ask for too much effort
sacrificing quality for speed
Efforts should be banned
Complaints processes are often lengthy, complex, and sometimes even designed to discourage dissatisfied customers from speaking out.
However, to provide a good customer experience, it is necessary to have a smooth, easy and transparent complaints process in place.
By giving the user the choice of entry point, and guiding them through the process rather than sending them to a generic application or website, for example, we can deliver a positive experience. c level contact list
Sacrificing quality
This is certainly the biggest criticism that can be made of the old design of call centers. An industrial design in which profitability took precedence, and which benefited the requests processed and not the customer.
Dealing with a request quickly often means sacrificing the quality of the response. Referring to a website allows the advisor to close a file. But there is no guarantee that the customer will be satisfied with the response they receive.