We’re Not in Kansas Anymore, Toto
Author: Jim MitchellA few nights ago, a friend of mine – let’s call him “Joe” to protect his identity – had a problem with his DSL service. Joe contacted his DSL provider, and spent an hour and a half on the phone with technical support. That sounds like a lot of time (in this instance, my friend needed all the help he could get), but Joe appreciated every minute the agent spent with him. He was truly thankful that the company helped him resolve his issue.
The next evening, Joe was thinking about writing a complimentary letter to the company when his phone rang. My friend’s DSL provider was calling to find out how satisfied he was with his recent experience. Joe was pleased that the company was actively seeking his immediate feedback, and he worked with the interactive voice response system (IVR) to complete the five question survey using the touch tone keys on his handset.
This DSL provider is clearly thinking out of the box. In this instance, they were not using their predictive dialer for traditional collections and telemarketing applications, but rather to assess and improve their customer interactions. They’ve consulted the wizard behind the curtain, and have opened up a whole new world of opportunity, which has the potential to truly change the face of proactive customer service.
Author: Jim Mitchell
Catergories: Contact Center Technology, Customer Service/Consumer Demands, Voice Self Service
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