Use Cycles of Service to Cut Call Handle Time

Broadband services provider uses "cycles of service" to identify customer moments of truth and shave minutes off average handle time. The result: more satisfied customers.
July 14, 2011 - PRLog -- "Cycles of service" provide an elegant way to identify customer moments of truth and make improvements. Suzanne Dunham, senior vice president of customer service for IBBS says that the approach has helped her team reduce call handle time in a number of critical situations.

In an interview with "Customer Service Newsletter," Dunham explains how she applied the concept.

To illustrate the process for her team, Dunham simply took a circle and identified, the point of entry to a specific type of customer interaction and every moment of truth that a customer experiences going around that circle until they get their issue solved.

"Employees can really grasp that," Dunham says, "and it is a lot easier for them to understand than a flow chart. The trick is looking at what is happening to the customer through the process.

In one case, Dunham says, her team put together a cycle of service for a customer issue where call handle time was averaging about 8 minutes and 47 seconds. By understanding the cycle of service and developing a better process, the team "immediately took almost a full minute off our average call handle time," she says.

Additional details and advice on using cycles of service to improve service levels are in the July issue of "Customer Service Newsletter."

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About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes "Customer Service Newsletter" and "The Customer Communicator."

Source:Sharon F. Benigson, Customer Service Group
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