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Why customers hate us and what we can do about it!
Posted Mon 12 February 2007 @ 11:26 a.m. by Sarah
Do contact centres have an image problem? Obviously they do, or why else would I have lifted headline of this blog from the title of a panel debate at the Contact Centre Global Forum (CCGF). Just because most of us aren’t able to convince the boss that a trip to the south of France for the conference is a good investment (although really super nice ones like Ernie might consider it…), it doesn’t mean we can’t benefit from asking the question here. My opening salvo is: Customers hate contact centres because they don’t like giving out private information over the phone to someone they haven’t met. Solution: Stop calling them by their first name – try Mr this and Ms that – it at least puts up a barrier of formality that makes the whole process seem less personal.

Categories: International
Comments (4)

4 Comments

Giles says:
Many contact centres are well appreciated by their customers, who find that they are knowledgable, consistent, reliable and other great characteristics. Not all centres achieve such good recognition, so the solution is not a generalised simplistic approach, it is about helping individual centres understand what it takes to achieve higher customer scores.
Added: 12 February 2007, 8:13 p.m.

Chris says:
I agree with Giles. I do not believe all customers hate contact centres. Often if this is indeed the case it is the organisation and the process or policies that are in place that leave customers displeased. Of course all customers hate waiting to be answered. As far as stop calling them by first name, this is purley depandant on the brand and culture of the organisation and of course the rapport that has been built with the customer. There is no clear cut answer
Added: 15 February 2007, 7:44 a.m.

Ernie says:
In my personal view the question "may I call you xxx?" goes a long way to getting the best of both worlds - the informality of first name terms and the courtesy of not assuming this as of right.
Added: 21 February 2007, 9:34 p.m.

Julian says:
I think many customers appreciate contact centre staff using their names, and I would argue most customers are seeking a more personalised experience. There is nothing more frustrating that having to repeatedly provide your name, customer number and details to agents (especially when being transferred from one staff member to another). The key is understanding the difference personalising the experience and being overly familiar. I personally dislike being called "Mr Smith", but understand that others may prefer the formality. Ernie's suggestion is a great one... also useful if you are not sure how to pronounce some-one's name. Obtaining a customer's name and using it appropriately is generally regarded as "best practise" and essential for "call control".... "...I can certainly assist you with that, may I start be asking you your name..." If the customer does not offer their name, ask them and their response will be a good guide as to how they like to be addressed.
Added: 22 February 2007, 10:07 a.m.

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