Customers would rather pay taxes, visit the dentist or sit in a traffic jam than deal with this kind of agent.
More than 80% of customers would rather do any of those undesirable tasks than talk to an agent who can’t help them completely, an Amdocs survey found.
This is a case for more one-and-done service inquiries, if we’ve ever heard one.
To help agents handle more inquiries the first time:
- Share one new training fact or tactic via email each day. Ask agents to take turns digging up details on products, industry or knowledge and share it.
- Allow agents to shadow co-workers in other departments when time permits. The increased awareness of company processes will help them answer a broader spectrum of customer questions.
