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transfers [2018/06/18 14:46] miket_forty7ronin.com Created and formatted |
transfers [2019/08/08 13:08] (current) lisa.illgen_concentrix.com |
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| ==== Transfers ==== | ==== Transfers ==== | ||
| **// In general, if you can transfer the caller, do so immediately //**\\ | **// In general, if you can transfer the caller, do so immediately //**\\ | ||
| - | If a caller has requested a transfer and an agent is available, go ahead and transfer the call immediately (after a suitable, concise transfer message, e.g., "Transferring your call"). Attempting to force callers to self serve by denying access to agents rarely improves self-service rates and often backfires by causing callers to (1) hang up and call back or (2) hang up and give up (Leppik, 2012). | + | If a caller has requested a transfer and an agent is available, go ahead and transfer the call immediately (after a suitable, concise transfer message, e.g., "Transferring your call"). Attempting to force callers to self serve by denying access to agents rarely improves self-service rates and often backfires by causing callers to (1) hang up and call back or (2) hang up and give up ([[references#leppik2012|Leppik, 2012]]). |
| If the system has determined a transfer is necessary, either on the basis of a caller's choices or a apparent caller difficulties with the application, and an agent is available, play a suitable transfer message (e.g., "OK, transferring to the fraud department"; "I'm sorry, let me get you to someone who can help") and then transfer the call. The location of the caller in the call flow can help determine which department to drive this caller to. For example, callers who are listening to a list of claims and then choose to transfer out should be transferred to the Claims group. | If the system has determined a transfer is necessary, either on the basis of a caller's choices or a apparent caller difficulties with the application, and an agent is available, play a suitable transfer message (e.g., "OK, transferring to the fraud department"; "I'm sorry, let me get you to someone who can help") and then transfer the call. The location of the caller in the call flow can help determine which department to drive this caller to. For example, callers who are listening to a list of claims and then choose to transfer out should be transferred to the Claims group. | ||
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| **// Before placing the caller on hold, provide an estimated wait time //**\\ | **// Before placing the caller on hold, provide an estimated wait time //**\\ | ||
| - | Most IVRs provide callers with an expected wait time, especially if the estimated wait is over some criterion, such as 30 seconds. Knowing an expected wait time decreases anxiety during the wait. Furthermore, knowing the expected wait time helps the caller decide what to do while waiting. Although the system should provide audio to fill time while the caller waits (next section), many callers on hold pay minimal attention to the system while waiting, and typically pursue secondary time-filling activities such as talking with others in the room, working on email, watching television, etc. (Kortum & Peres, 2007). So, as long as the system can provide a reasonably accurate expected wait time, it should do so. | + | Most IVRs provide callers with an expected wait time, especially if the estimated wait is over some criterion, such as 30 seconds. Knowing an expected wait time decreases anxiety during the wait. Furthermore, knowing the expected wait time helps the caller decide what to do while waiting. Although the system should provide audio to fill time while the caller waits (next section), many callers on hold pay minimal attention to the system while waiting, and typically pursue secondary time-filling activities such as talking with others in the room, working on email, watching television, etc. ([[references#kortum2007|Kortum & Peres, 2007]]). So, as long as the system can provide a reasonably accurate expected wait time, it should do so. |
| Note that wait-time calculations are typically fairly complicated, and if the system cannot provide an accurate wait time, it should NOT do so. It's better to under-promise and over-deliver than vice versa. | Note that wait-time calculations are typically fairly complicated, and if the system cannot provide an accurate wait time, it should NOT do so. It's better to under-promise and over-deliver than vice versa. | ||
| **// Before placing the caller on hold, provide choices //**\\ | **// Before placing the caller on hold, provide choices //**\\ | ||
| - | Market research in service science generally supports the finding that customers appreciate having choices, especially for service recovery (Bittner et al., 2002; Chang, 2006). It isn't exactly a service failure to place callers on hold, but current technologies provide the opportunity to give callers choices when they are on the verge of getting put on hold. | + | Market research in service science generally supports the finding that customers appreciate having choices, especially for service recovery ([[references#bitner|Bitner et al., 2002]]; [[references#chang|Chang, 2006]]). It isn't exactly a service failure to place callers on hold, but current technologies provide the opportunity to give callers choices when they are on the verge of getting put on hold. |
| If the call center is open, provide a choice between waiting for service or selecting a call-back option. | If the call center is open, provide a choice between waiting for service or selecting a call-back option. | ||