Comments on: Why companies always under estimate the value of phone support? http://itknowledgeexchange.techtarget.com/itproject/why-companies-always-under-estimate-the-value-of-phone-support/ Tue, 24 Nov 2009 16:15:29 +0000 http://wordpress.org/?v=2.6.2 By: StevenG7 http://itknowledgeexchange.techtarget.com/itproject/why-companies-always-under-estimate-the-value-of-phone-support/#comment-79 StevenG7 Thu, 05 Mar 2009 16:06:09 +0000 http://itknowledgeexchange.techtarget.com/itproject/?p=273#comment-79 And please don't set up your phone bank to play messages to your waiting customers claiming: "Your call is important to us, please remain on the line for the next available representative". It irritates callers since, if "your call is important to us", the company would have an adequate number of support-staff on the phones! The ability of a representative to solve the customer's problem on the first call is a measurable metric and should be used in favor of "number of calls handled per hour". And please don’t set up your phone bank to play messages to your waiting customers claiming: “Your call is important to us, please remain on the line for the next available representative”. It irritates callers since, if “your call is important to us”, the company would have an adequate number of support-staff on the phones!

The ability of a representative to solve the customer’s problem on the first call is a measurable metric and should be used in favor of “number of calls handled per hour”.

]]> By: SJC http://itknowledgeexchange.techtarget.com/itproject/why-companies-always-under-estimate-the-value-of-phone-support/#comment-78 SJC Thu, 05 Mar 2009 15:23:15 +0000 http://itknowledgeexchange.techtarget.com/itproject/?p=273#comment-78 Telephone tech support is never easy, and clearly it is a struggle with both customer and support rep. Specifying that a certain number of calls be "solved" per hour is totally different than specifying that a certain number of calls be "handled". One company that I did business with kept statistics of support calls solved on first call as well as those which were not solved on first call and required call-backs either from customer or support rep. Telephone tech support is never easy, and clearly it is a struggle with both customer and support rep. Specifying that a certain number of calls be “solved” per hour is totally different than specifying that a certain number of calls be “handled”. One company that I did business with kept statistics of support calls solved on first call as well as those which were not solved on first call and required call-backs either from customer or support rep.

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