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It is important to have interdepartmental communications well functioning in order for a call center to deliver excellence to the customer. The customer, above all else, desires reliability. This means that the company can be trusted to do what they have said they would do. For this to happen seamlessly there must be fine-tuned handoffs between departments. Below are findings from LeapFrog!®! that show where companies stand in this process.
Describe the transparency (to the customer) of inter-and intra-departmental handoffs.
1 = Not at all transparent to customer; 10 = Totally transparent
Answer | % Companies Reporting |
1 | 15% |
2 | 5% |
3 | 10% |
4 | 9% |
5 | 13% |
6 | 9% |
7 | 11% |
8 | 21% |
9 | 4% |
10 | 2% |
The answer indicates not a lot of trust in the transparency. Fifteen percent of the call center indicate that the hand-offs are "not at all transparent to the customer" and more than half of the call centers report less than 70% confidence level that the handoffs are transparent.
Describe the representatives' confidence that the rest of the corporation will follow through on their promises.
1= No confidence; 10 = Completely confident
Answer | % Companies Reporting |
1 | 2% |
2 | 3% |
3 | 10% |
4 | 9% |
5 | 16% |
6 | 16% |
7 | 14% |
8 | 21% |
9 | 8% |
10 | 0% |
The answer indicates room to improve. Over 70% of the call centers say that their agents have less than a 70% confidence level that the rest of the corporation will follow through on their promises.
Describe the level of support from other departments when attempting to satisfy, inform or provide for the external customer who has called your center.
1 =Little, if any, support. Other departments do not seem to have the same focus on the customer as the call center. Sometimes the call center people feel other departments forget who the customer really is.
10 =Complete support. Same quality vision, same customer satisfaction focus. Other departments know who the customer is.
Answer | % Companies Reporting |
1 | 4% |
2 | 1% |
3 | 9% |
4 | 10% |
5 | 16% |
6 | 12% |
7 | 16% |
8 | 21% |
9 | 10% |
10 | 1% |
The answer indicates room to improve. More than half of the call centers have less than 60% confidence level that the other departments have the same focus on the customer that the call center does.
Do you have a documented service level agreement with any department supporting the efforts of the call center?
Answer:
34% Yes
66% No
With all this doubt of transparency and accountability, still the majority of call centers do not have any kind of documented service agreement with other partners who join them to serve the customer.
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