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RESPONSE Managing Director Brian Bannatyne speaks to the Scotsman about his unique vision for RESPONSE and about the importance of changing client
and public perceptions of
the Contact Centre Industry
We are more than just a customer services outsourcer. Our focus is on building rewarding relationships.
We’re one of Glasgow's most people-focused organisations, and always on the look-out for great people to join us.
Our contact centre managers strive for an increase in First Contact Resolution (FCR), which removes repeat customer calls due to process failures, and minimises the cost to our clients.
Our focus on FCR delivers you:
The customer feedback on FCR for different contact types also provides invaluable customer insight. Examining this using root cause analysis techniques enables us to enhance the customer experience by appropriately amending operational processes and advisor training. We also share this insight with our clients allowing you to improve your business processes and product offerings where relevant.
Of course, we recognise that not every contact can be resolved at the first point of contact, as some issues require further investigation or specialist input. However, it is important to identify any processes and policies that create repeat calls and then address these through process re-engineering where possible. In particular circumstances when the policy or process cannot be changed, our advisors are provided with the tools and skills to handle even the most challenging issue to the satisfaction of the customer.
FCR metrics are a powerful coaching tool for our advisors. Using actual customer feedback with regards to query resolution, coupled with quality monitoring and coaching sessions, our advisors receive a robust perspective of the service they are providing to customers.
We advocate a shift in the focus from the traditional metrics of handling time, and concentrate on resolution of the customer issue and associated quality metrics. This helps our advisors become more engaged and empowered to resolve the customer issue at the first point of contact. Advisor engagement plays a vital role in the delivery of our outstanding customer experience.
I think it’s pretty common argument that the whole Lords of the Rings adventure could have been massively simplified by getting the eagles to drop the ring in the
There is a famous quote which states that: "insanity is doing the same thing over and over and expecting different