Hi,

we've intitiated Repeat call reduction Project...we've identifed the reasons for repeats calls and have done root cuase analysis..implemente solutions based on them...No we are looking to create who will be assigned high segmented customers with repeat callhistory..this team will call such customers and resolve their query......The challenge here is to have a documented call handling guideline for this particular team...as they are expected to resolve theses queries in the first attempt itself...call resolution is expectde to be very high....any suggestions on the framework of Guideline...I've gta structure in mind..and im following it to prepare one...however would be glad to have your valuable suggestions....

Regards

Hi Sreejit,

First of all, the team handling this kind of activity should know end-to-end of what is happening with the process and should have product and process clarity i.e., the maximum or the complete information.

They should be aware of at least 90-99%% of questions if not 100% that might arise during call backs, as you have said it does not look professional when you tell the client "I will get back to you on this" when you have given him a return call.

My simple suggestion is to do a brainstorming and list out the maximum number of questions or issues that might arise during these calls and prepare answers for this and document it. Likewise, when someone comes across a question for which they do not have an answer, they should note it down and should try to find an answer. More importantly this also should be added to the document we have prepared earlier, so that next time when the same issue occurs to another person he or she will be able to solve it without giving a return call.

The document needs to be updated on a frequent basis and passed on to the team which will surely help the team to reduce the return calls.

Hope this helps you to a smaller extent at least.

Regards,

Suresh

Suggest use of a call guide which can be a web based tool which would have a process/query based detailing which will hand hold the team members as they answer the query...

for eg One we are sure that the query is related to catergory A then the web tool will list down various scenarios. It would be up to the team memebr to quickly arrive at the most matching scenario and the web tool will indicate the resolution too...

Hope it helped...